Anand Janefalkar

Digitally Transforming the Contact Center: Five Steps to Success

“Digital transformation” is a term we hear about all the time, but what exactly is it? In its basic sense, digital transformation is leveraging...

Looking into the Customer Support Crystal Ball: 6 Predictions for 2018

A shift is occurring in the customer support industry. After years of looking at support as just a cost center, companies are waking up...

The Customer Support Equation: Finding the Balance Between Humans and Bots

Artificial intelligence (AI) is deemed by many as the next big thing in customer support. The concept of intelligent data or pattern-driven automation is...

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