This month, Dina kicks off the top 5 by sharing her insights on how benchmarking across industries allows for the discovery of innovative solutions and best practices we may not otherwise find.
Amitabh then helps us design a responsible framework for a balanced approach to incorporating AI into our centers. Over to Aaron, who shares timely safety warnings for one of these newest forms of AI quickly making its way into our centers: Agentic AI.
Next, Matt helps us sort through CX metrics and specifically, which ones really define success.
To round out our most read blog posts this month, Mark dives into the ever-important issue of ensuring our employees are engaged and content, for they are at the heart of all good CXs.
The Power of Cross-Industry Benchmarking
Recently I listened to a CEO address the entire company about their firm’s growth emphasizing the transformative power of sharing knowledge.
The Lurking Dangers of Agentic AI
The rise of Agentic AI – what McKinsey calls the “next frontier of generative AI” (GenAI) – marks a seismic shift in the future of AI: and its related threats.
Which “MetriCX” Matter?
In the contact center, efficiency is everything. Customers are always in need of support, and there’s a constant flow of inquiries to be answered. Outstanding customer experience (CX) starts with the most important aspect of a contact center: human agents.
Humanizing the AI Experience
In our hyper-connected reality, a staggering 88% of customers now equate their experience with a company to the value of its products or services.
Ensuring Employee Engagement
Maintaining high levels of employee engagement is crucial in the high-pressure world of call and contact centers. Engaged agents are more productive and more likely to provide exceptional customer service, directly impacting your brand’s reputation.
