More from our blog
Workforce management (WFM) has never been more important, or more complex. What used to be a predictable, linear scheduling exercise has evolved into a multifaceted operational challenge. Customer demand fluctuates unpredictably. Channels have multiplied. Workforces now include in‑house agents, hybrid teams, fully outsourced teams, and increasingly, AI‑based virtual agents supporting human workflows. Yet many WFM […]
On her third week in the contact center, Jordan thought she finally had the hang of things, that is, until a call came in that made her stomach tighten. The customer’s voice was sharp, frustrated, already halfway through explaining a complicated issue Jordan had never personally handled. She froze for a split second.She knew the […]
Eric Ludwig – Channel Futures Feature on Generative AI
AI is the new “cloud” and everyone has it – or so they say. This type of marketing and noise in the market speaks directly to a need for partners like RISE to help clients drive outcomes vs. chasing shiny objects. Some firms are working to build their own tools using OpenAI tools and large language models–we encourage them to look at suppliers and offerings commercially available TODAY. At RISE, we see significant efficiencies using these technologies and leveraging suppliers who have real world examples of these solutions in practice, which results in a much faster & effective transformation compared to organizations who try to implement AI solutions themselves.
Read more here…
Connect With Us
