RISE Technology Advisors
Get above the noise with trustworthy analysis and advice.
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 […]
Lisa Synek has built a career at the intersection of data, technology, and human behavior, moving across industries before finding her stride in the evolution of enterprise software and AI. A strategist by nature and a futurist at heart, her leadership philosophy is multifaceted and commercially grounded, rooted in the belief that performance, system design, […]
Apple’s announcement that iOS 18 will support Rich Communication Services (RCS) marks a major evolution in how brands can communicate with consumers. For years, RCS offered an elevated messaging experience with verified business senders, multimedia content, and interactive replies, but it was largely limited to Android and Pixel devices. With Apple’s adoption, that barrier is […]
Think about the last time you went to an all-you-can-eat buffet. For a fee, you can load up on steak, pasta, a plentitude of sides, and dessert. Sounds like a great deal, right? But here’s the catch: not everyone eats the same. One person could go back three or four times with a loaded plate […]
For decades, Plain Old Telephone Service (POTS) lines—those dependable copper connections—have powered everything from emergency call systems to elevator phones and alarm panels. But the FCC is taking a decisive step toward eliminating the regulatory friction that has slowed their retirement. The agency’s recent Notice of Proposed Rulemaking from July 2025 signals a clear intention: […]
Customer experience (CX) is now one of the strongest differentiators for business success—and artificial intelligence (AI) is transforming the way companies deliver it. Organizations are adopting CX AI software to streamline operations, personalize interactions, and extract actionable insights from data. But as an IT leader, you might be asking: How does AI fit into our […]
We’ll deliver analysis and advice straight to your inbox.
Connect With Us
