Are you leading or managing customer service? Then you, like many of your colleagues, may be looking for ways to reduce its cost. Our data shows that digital transformation results in a rise in call volume in call centers. Adding more and more agents to handle volume is not sustainable, so companies are exploring options […]
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Whither infrastructure and operations? Cloud-native, DevOps, and automation are turning I&O’s world upside down. As organizations move to self-provisioning, I&O professionals are rightfully concerned about their futures. In the world of self-service consumption, the traditional tools and tasks of I&O teams are subject to constant overhaul and replacement. AI and automation continue to transform traditional […]
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