Gridspace

Machine Intelligence in Contact Centers

“The Internet is ultimately about innovation and integration, but you don’t get the innovation unless you integrate Web technology into the processes by which you…

Identifying opportunity at the speed of sound

By the time AT&T formed its Opportunity Discovery Department (ODD) inside of Bell Labs in 1995 to assess the impact of market trends, chat technology was already hitting the mainstream. ODD informed senior AT&T executives the company was missing out…

Are you the biggest motormouth at work?

What makes a phone call go well? Is it the people on the line, the topics discussed or the conversation’s dynamics? Is a call good because of the outcome or how the outcome gets achieved? The recent New York Times Magazine “Work Issue” is a must-read for…