It doesn’t take long today to come across headlines focusing on the rise of artificial intelligence (AI) and automation and its potential impact on jobs in the finance industry. In fact, a study from ...

Artificial intelligence technologies are increasingly being used to augment human agents in contact centers and for customer service. But there is general agreement that companies shouldn't rely too ...

Face-to-face interactions with customers ground to a halt last spring with the onset of the pandemic. Contact center agents and others were pushed to work from home, while phone calls flooded contact ...

In a world of personalization, instant gratification, speed, tech, data and AI, there is a delicate balance that must be struck between automation and knowing where a human touch is needed. As we see ...

CEO at BrightHR and COO at the Peninsula Group, responsible for the global rollout of HR tech supporting over 44,000 organizations. The last two-plus years have highlighted just how much we rely on ...

When walking in a crowded place, humans typically aren't thinking about how we avoid bumping into one another. We are built to use a gamut of complex skill sets required to execute these types of ...