In light of the AI Stargate project and it’s $500 billion privately-funded initiative, it is worth reflecting on a recent study that looked at...

One of AI’s strongest capabilities lies in its ability to identify patterns in large and unstructured datasets. Tasks that are core to the delivery...

Since 2001, I have seen three major economic downturns affect my contact center clients: the tech-sector recession that year, the 2008 financial crisis, and...

November is here and with it comes Thanksgiving – a time to gather, share, and express gratitude for the year’s harvest. Even when things...

Welcome to our November issue. I would like to call your attention to a few special articles this month. The Feature includes Verint, NiCE,...

Welcome to October's Top 5 Blog Posts. To begin, Pablo explains how to successfully implement AI in our centers, where the first big step...

In an era where digital convenience is a default expectation, customers engage with brands across more channels than ever. From websites to mobile apps...

Gamification has been one of the most talked-about trends in the contact center industry over the last decade. At its core, the idea is...

For decades, the call center has been the heart of customer service beyond the in-branch or in-store experience. As new digital options to interact...

For decades, global trade has thrived thanks to reduced tariffs and the promotion of free trade, largely shaped by the General Agreement on Tariffs...

Recent developments — including a new wave of tariffs on goods from China and other nations — have sharply increased the likelihood of a...

Chargebacks, where merchants must electronically return funds to customers for successfully disputed transactions, are an inevitable part of business. In many cases, chargebacks arise from...

AI is well on its way to transforming the contact center, but no more so right now than with Agentic AI. I was the...

I’m from Ireland. And growing up there, I remember many great times hitchhiking around the countryside as I came into my late teens. Occasionally,...

We appear to be in “the Age of Disruption”: in society, commerce, government policies, environment, and technology, notably AI like Agentic AI. As a, if...

The relentless surge of robocalls has inundated Americans to the point of exhaustion. In 2024 alone, we estimate that Americans received more than 70...

Understanding and adapting to the cultures of customers is essential to providing excellent customer experiences (CXs) to them. In Part 1 of this article...

It was a typical afternoon shift at the call center when my sister Andy, a trainee agent, answered a call from a concerned father...

It is finally here...Customer Service Week arrives next week. Enjoy your celebrations. If you are still looking for a few ideas for next week...

Tech giants like OpenAI, Google, and Microsoft are racing to give their AI agents real “agency”: the ability to reason, plan, and act on...

Starting off our top 5 blog posts in September, Chris shows us how enterprise browsers improve your agents' workflow, resulting in both happier agents...

If there’s anything a customer hates, it’s when a company disrespects their time. There are many ways this can happen. But in customer experience...

In an era where AI is reshaping the landscape of customer service and personalization, the industry is undergoing a profound transformation to adapt to...

AI is everywhere. But what kind of impact can companies really expect from this technology, and most importantly, how can they leverage it to...

U.S. telemarketing laws are being disrupted thanks to a series of critical court decisions that will very likely affect how contact centers manage contacting...

Understanding why customers reach out is no longer a luxury: it’s a necessity. As organizations strive to deliver exceptional customer experiences (CXs), call intent...

Newspapers and contact centers may seem like old-school communications. But both media, when applied correctly (apologies for the forthcoming bad pun), keeping with and...

For many organizations, contact centers function as the face of the company, serving as the primary avenue for customer interactions. Agents are the frontline...