By Juan Manuel Gonzalez, Research Director, Frost & Sullivan | May 30, 2017 | CCE
The 13th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange event took place in Fort Lauderdale during the last days of April and featured informative sessions, individual meetings, and lot of networking for industry experts. The following...
By Brendan Read, Editor, Writer, Researcher/Analyst and Communications Professional, Lloydmedia, Inc. | Apr 11, 2017 | CCE
There is a strong sense of déjà vu arising from the conversations about whether the new wave of artificial intelligence (AI)-driven chatbots and virtual assistants (VAs) will significantly reduce the need for contact center agents. After all, labor savings is a...
