by Andrea Aymes | Jan 2, 2022 | Blog
The forefront of cybercriminals is pushing the financial sector to invest in technology, especially Artificial Intelligence, to combat fraud in a digital age. Conscious of the assets it protects, the financial sector – one of the most innovative – does not...
by Andrea Aymes | Jan 2, 2022 | Blog
Moving to the cloud provides more than advantages in innovation and cost savings. By reducing carbon emissions, this step in the digital transformation has a great impact in terms of sustainability. Research centers IDC, DataSphere, and StorageSphere documented...
by Andrea Aymes | Dec 2, 2021 | Blog
Keeping agents productive yet available for the next call and thus meeting service levels is a balancing act that can be quantified and optimized through better occupancy management. Agents’ occupation: what it is and how it is measured. Occupancy is measured by...
by Andrea Aymes | Dec 1, 2021 | Blog
Planning the right amount of personnel, in the right place and time, with the necessary knowledge, a fundamental type of management in the Contact Center. Until a few years ago, contact centers using WorkForce Management solutions in their operations tended to be...
by Andrea Aymes | Oct 4, 2021 | Blog
Elevated CX metrics mean little without an associated increase in financial results. 74% of consumers will abandon a brand if they find the buying process too complicated. Only in the United States, customers who switch brands due to bad CX cost businesses $ 1.6...
