Carl Weinschenk

The world of artificial intelligence is frightening. No, not the danger of an army of AI-powered robots taking over the world (though that is a bit concerning). The real fear is that the wrong vendor is chosen or the rollout handled poorly. After all, AI is complex, not fully mature, in some cases poorly understood, […]

A machine teaching itself to do new things sounds exciting. Therefore, it figures that the applications that these more capable devices will carry out would be exciting, as well. Robots failing in their first attack on earth, figuring out what they did wrong, and coming back for another try, that sort of thing. It’s not […]

Artificial intelligence (AI) is actually a group of linked technology. It is complex and, to many people, a bit frightening. It is also huge and expanding rapidly. That size is evident in both value projections and the expansive range of industries using the technologies. In February, Markets and Markets valued the 2017 AI market at […]

The tasks that project managers perform deal with exact figures, percentages and dollar amounts. They determine, for instance, how much of a project’s budget has been spent to a certain point in time and what portion of the project remains to be done. From that calculation, the project manager determines whether the initiative is behind […]

Artificial intelligence (AI) and voice are affecting contact centers, and that will grow as the technologies continue to evolve and increasingly support each other. Powerful technologies are coalescing in the contact center. The trio of artificial intelligence, machine learning (ML) and voice recognition is increasingly the focus of research, investment and new services. While it’s […]

Technology and how people are taught are changing. It’s ironic that two of those things could be conspiring to present a challenge and great change to project management. The idea is simple: Online learning – via either streaming or on-demand video – is something generally done alone by the student. He or she presumably learns […]

Changes in the world of project management don’t mean it’s splitting in two, but the evolution of agile approaches gives project managers a potent option that is significantly different from legacy waterfall approaches. The two approaches are mirror images. The traditional waterfall approach is highly structured. A plan is created and followed until its conclusion. […]

The broad project management sector has been seeking ways to reorient itself to meet client demands in an increasingly mercurial and fluid world. A related challenge is determining what metrics should be used to assess progress of a project undertaken in this new environment. The challenges posed by the first question – the need to […]

Some people don’t mind taking tests. For others, it’s an excruciating ordeal. Either way, anybody who wants PMP certification needs to go through the process. IT Business Edge reached out to Charlie Kernan, the CEO and president of Prometric, the only firm authorized to administer the exam. Kernan responded to questions from IT Business Edge. IT […]

The contact center is the most important asset of an organization that lives or dies by the quality of its interactions with its customers, clients and prospects. A sample of 10 major omnichannel contact center vendors suggests that it is a category in transition. Part one is ongoing: The call center has become the contact […]

The impact of changes in recent years to call centers is so deep that even the name has changed. “Now it is identified as the omnichannel contact center,” said Michael Finneran, the principal of dBrn Associates. “This basically means that any way that a customer wants to talk to you is handled in one place.” […]

Perhaps the key theme of the last decade or so in the IT sector is that the fast pace of change is accelerating. Businesses face many challenges related to this reality, including choosing which new technologies and services best fit their needs and financing the projects to put them in place. Another vital task is […]