CCA is delighted to announce the winners of the prestigious CCA Excellence Awards for 2021.
How can contact centres deliver on this new, urgent imperative? Webinar available on-demand now
'Sentiment' is generally referred to as a method of measuring emotion in customer and agent interactions. This report offers an insight into sentiment analytics as the foundation for AI modelling for understanding customer and agent interactions, and how
Conversational Interfaces, Business Process Automation and Event-Driven Application Architecture are key driving forces of the future of applications, according to this report from Gartner. Enhanced by AI services and models, these will enable modern use
This research we conducted in association with Plantronics focuses specifically on: - How collaborative working is being undertaken in organisations - Trends for how this will progress in the coming years - How remote teams effectively communicate -