Implementing an effective remote workforce that is just as productive as traditional, on-premise teams can be tricky. A remote workforce presents unique challenges and hurdles that CX leaders and contact center managers have to overcome to provide great, seamless customer experience.

Artificial intelligence, or AI, is one of the hottest trends. Almost every business understands that value of AI, whether it’s to streamline business processes or deliver a better customer experience. AI as a word, however, has been watered down over the past decade, and the definition and application of AI can be confusing for many seeking to implement AI for the first time.

Interest in deploying a remote workforce went through the roof during the COVID-19 pandemic that spread around the globe. Many countries were put into lockdown, forcing businesses to turn to work-from-home alternatives to keep up with business operations.