The word ‘rollercoaster’ best sums up 2023. We’ve experienced economic, geopolitical, technological, and societal challenges over recent months with the ongoing cost-of-living crisis, high interest…

So, you’ve purchased new software and need to roll it out to your stakeholders.  What are some steps you can take to make your product…

The rapid advancement of Artificial Intelligence (AI) is reshaping various industries, and one significant area where AI is poised to make a profound impact is…

What an inspiring and epic Dreamforce, September 12-14, with the OpenText team! It was fantastic to connect with people and colleagues face to face to…

In the Total Experience economy, self-service speech-enabled Interactive Voice Response (IVR) systems play a crucial role in providing a seamless and efficient customer experience. IVR…

It’s a new world – everyone’s expectations have evolved, and the customer is always right. The experiences we provide our customers are no longer obligation…

Measuring employee productivity can be tricky business. For certain roles, the metrics may seem obvious, such as active pipeline for sales reps or average response…

Call centers often face the challenge of increasing the number of interactions while keeping agent staffing at current levels. This situation calls for a revolutionary…

Here’s a Jeopardy question for you: “Concerns not being acted upon, wrong person at the wrong meeting, no direct access and a lack of message…

By prioritizing enhancement of the agent experience, call centers can unlock their potential to deliver outstanding customer service, drive sales, and achieve revenue growth. This…

Agent experience management (AXM) is an imperative practice for creating a holistic and exceptional customer experience. If it’s not embraced organizations, it becomes very challenging…

Upgrading a major software application can be challenging.  Many factors come into play, including budget issues, downtime, upskilling the staff, and addressing software and automation…