Complimentary Gartner® report: Top Technology Trends for 2025: Agentic AI

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“How to save a failing digital transformation” — Raconteur

In a world that is constantly evolving and creating new iterations of experiences and ideas, it’s hard to keep your finger on the pulse every step of the way. New technologies have reached such a level of complexity that it can be hard for executives to keep up with them. Worldwide Digital Transformation Spending guide […]

Contact Centers Will Go Digital By 2017

Contact centers need to get ready to get digital. According to the 2015 Global Contact Centre Benchmarking Report by Dimension Data, digital interaction will outpace voice interaction within the next two years. Digital interactions currently comprise 35% of customer interactions: this includes IVR, text messaging, mobile applications, social media, websites, and more. This is in line […]

Self-Service: The Next Channel You Can’t Ignore

Self-service has been around for generations, from the advent of personal shopping in grocery stores to the global presence of ATMs. But it was really in the last quarter century that self-service hit its stride, thanks to the rise of the Internet. Customers can solve their own problems or answer their own questions thanks to […]

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