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An omnichannel contact center is defined differently by many people. For contact centers, Omnichannel refers to the ability to connect with customers, on their preferred channel using one unified solution. […]

Generative AI, like ChatGPT, is a type of large language model (LLM) like GPT-4, and is designed to automate customer service interactions, among other things. Therefore, when discussing the integration

What is GigCX? GigCX is a global on-demand, virtual workforce comprised of talented, skilled and experienced contact center agents. Experienced contact center agents are fleeing the traditional workforce in favor

The pandemic came and your organization, undoubtedly had to quickly adapt and move agents to an At-Home environment. With duct tape, home PC’s, agent’s home networks, agent’s home computers, maybe

The COVID-19 pandemic has forced 95% of contact centers around the world to work-from-home (“WFH”). While some businesses have been working with remote contact agents before the pandemic, many more

According to the Washington Post, there are 8.4 million people unemployed looking for work, 10 million US job openings and 55 million US Gig workers. Maybe there isn’t really a