Consultants BGH5 févr.2 MinThe Double-Edged Sword: Voice Biometrics, AI, and the New Frontier in Contact Center SecurityAs contact centers increasingly rely on voice biometrics for customer authentication, they face a paradox of progress: while this...
Consultants BGH26 juin 20232 MinBeating the Post-Holiday Blues: Smarter Strategies for Reducing Absenteeism in Contact CentersPost-long weekend absenteeism in contact centers is a widespread issue that presents considerable operational challenges. Absenteeism...
Consultants BGH19 mai 20232 MinThe Promises and Pitfalls of Conversational AI in Call CentersArtificial Intelligence (AI) has undeniably transformed many sectors of business, and the realm of customer service is no exception. The...
Consultants BGH8 mai 20232 MinThe Limits of AI in Contact Centers: What Can't Be Done?Artificial intelligence (AI) has made significant strides in improving the efficiency and effectiveness of contact centers. From...