Posts by Paul Lang

Contact Center of the Future: 5 Essential Investments

  • Paul Lang
  • June 26, 2019 | Estimated reading time: 4 minutes to read
  • As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. But…
AI isn’t Artificial in the Contact Center—Here’s Why it Works

AI isn’t Artificial in the Contact Center—Here’s Why it Works

  • Paul Lang
  • November 6, 2018 | Estimated reading time: 4 minutes to read
  • I recently had the pleasure of co-hosting a webinar with leading Communications Industry Analyst Sheila McGee-Smith titled “How AI Drives Results in the Contact Center”…