Thomas John at Five9 questions whether the COVID pandemic has sped up government and public sector adoption of cloud technologies.
In a word: YES!
Perhaps the only major benefit of the COVID-19 pandemic is the accelerated pace of digital transformation and cloud technology adoption.
Elisabeth De Longeaux at Odigo explains that today, beyond the technological feats of AI, automation and the cloud, the focus of contact centre managers should remain on customers.
When you consider the value consumers place on customer service, it’s easy to see why call quality monitoring is an integral part of call centre workflow. You might even say it is the lifeblood of a call centre operation.
Kezia Downing at Talkdesk explores if we can engineer more inclusive customer service with next-gen AI voice assistants.
