Benefits
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Blog
The Evolution of Employee Benefits
In today’s competitive talent market, employee benefits have become a critical battleground. A basic approach to benefits now feels lackluster to most employees, particularly among younger generations who prioritize a more holistic approach to well-being. Financial stability, mental health support, and access to wellness programs are no longer seen as “extras” but as essential components of a competitive compensation package,…
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Blog
5 Proven Benefits of Contact Center Workforce Optimization
Contact center workforce optimization has two pillars: workforce management (WFM) and quality management (QM). WFM consists of forecasting, scheduling, and balancing workloads to ensure you have the right people in the right seats at any given time. QM means monitoring, analyzing, and improving agent performance. Without both, you’ll struggle to meet demand, let alone exceed customer expectations. Contact center workforce…
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Blog
The benefits of a circular economy in tech
As we all become more aware of the climate crisis and as consumers increasingly move toward upcycling and reuse, the circular economy is gaining popularity. It’s a simple concept that can go a long way: emphasizing the reuse and recycling of products, components, or individual materials within hardware. The tech sector relies on a vast array of devices – that…
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Blog
Want genAI to deliver benefits? You have a lot of work to do first. – Computerworld
Clean your data: As I noted recently about Agentic RAG strategies, many enterprises suffer from terrible data. It’s out-of-date, error-ridden, obtained from dubious sources, and might unintentionally contain sensitive data (including PII and health data) that is not supposed to be there. No genAI magic can ever work if the data foundation is a mess. Have your team generate pristine data and your AI…
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Blog
Zendesk Sell Review (2024): Features, Pricing, and Benefits
Zendesk Sell’s fast facts Starting price: $19 per month. Key features: Power dialer. Task player. Mobile app. Pipeline analysis. Open APIs for integrations. Zendesk Sell is a straightforward, modern customer relationship management (CRM) sales solution offered by Zendesk with a variety of tools for measuring productivity, delivering improved customer experience, and gaining visibility into reporting and analytics. Below I’ll break…
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Blog
5 Actual Benefits of Conversational IVR for Call Centers
Conversational IVR uses natural language processing and automated speech recognition to understand what customers are saying, typically in the context of a customer support request. While conversational IVR has been available for over two decades, recent advances in AI have expanded the possibilities for intuitive, natural, and useful phone-based dialogue. Unfortunately, new technology often comes with exaggerated claims about functionality.…
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