Follow Blue Orbit's insights and tips around contact center transformation and other business process solutions that lead to world-class CX.
Read our latest contributions to stories in numerous national media outlets.
Founder and Principal Melissa Copeland contributed to this article in CMSWire that looks at the shifting hubs, paths, and layers of a complete digital experience.
Founder and Principal Melissa Copeland contributed to this article in CMS Wire that details the transformational benefits of CCaaS and compares its top providers.
Founder and Principal Melissa Copeland weighs in on contact center quality assurance in CMS Wire, discussing how AI is analyzing call data to produce more accurate feedback and reduce selection bias.
Founder and Principal Melissa Copeland contributed to this article on Google’s new practice of injecting ads into third party chatbot conversations.
Founder and Principal Melissa Copeland weighs in on contact center trends in CMS Wire —specifically the potential for AI to enable smarter scheduling for employers and workers.
Good customer experience must take the customer, the company, and the employee into account. If you’re missing one of these things in building a customer experience, you’re doing it wrong and, most likely, your customers aren’t happy. Founder and Principal Melissa Copeland weighs in on this article from Information Week.
Founder and Principal Melissa Copeland contributed to this guide to Automatic Call Distribution (ACD), touching on critical considerations for integration.
