The current state of the contact center agent is clear, but for those unaware or overlooking this opportunity for improvement: agent attrition rates currently hover around 40%, the cost of replacing just one agent is between $10k-$20k, and 97% of agents are sometimes or almost always burned out. Unengaged employees (undoubtedly including contact center agents) collectively cost $7.8 trillion in lost productivity, or about 11% of…
CEOs continue to see the need for more collaboration between IT and the business units, so much so that in a recent survey CEOs listed that as the No. 1 objective for the IT function. The State of the CIO Study 2023 from Foundry, an IDG company and publisher of CIO.com, found strengthening IT and…
Digital solutions and data analytics are changing the world of sports entertainment at a rapid clip. From how players train, to how teams make strategic decisions during games, to how venues operate and fans engage, sports organizations are turning to software engineers and data scientists to help transform the sport experience. In Toronto, Maple Leaf…