The Three Key Customer Service Trends
Contact centers will need more than just the bare minimum or bootstrapped solutions to survive and meet the needs of their customers.
The contact...
Top 5 Posts in July
Jennifer kicks off our Top Five Posts in July by sharing how AI can be used to prevent agent attrition by identifying agent burnout...before...
Solving the Knowledge Crisis
Service and support organizations face a growing knowledge crisis. It is characterized by an ever-widening gap between the knowledge required to resolve issues efficiently...
Three Ways AI is Changing The Contact Center
In recent years, the advancement of artificial intelligence (AI) has inspired organizations to implement the technology in their contact centers. This is largely to...
How AI Can Help Solve Hiring Challenges
The hiring process in contact centers has always been challenging, and recent shifts in the labor market have introduced new obstacles.
In fact, the...
How To Combat Agent Burnout and Attrition
The contact center agent’s job is uniquely demanding. Agents juggle rigid schedules, repetitive tasks, and interactions with frustrated or anxious customers. This makes the...
Top 5 Posts in June
This month, Dina kicks off the top 5 by sharing her insights on how benchmarking across industries allows for the discovery of innovative solutions...
Supercharging Agent Productivity
The role of artificial intelligence (AI) in contact centers is rapidly evolving, transitioning from theoretical concepts to practical applications delivering real business value and...
Top 5 Posts in May
Steve tops our most read blog posts this month with his findings from “The US Customer Experience Decision-Makers’ Guide (2024-25).” Specifically, he hones in...
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....
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...
The Competitive Advantage of Compliance
Regulatory compliance has undergone a significant transformation in recent years. Particularly when it comes to voice recording.
According to a Reuters report, 70% of...
Steering Through Europe’s Regulations
Regulatory compliance is a critical issue for any organization that provides products or services to the public.
This is particularly true in the United...
Harnessing the Power of Data and Analytics – Part 2
Data and analytics have become pivotal in driving efficiency, improving customer satisfaction, and ensuring operational excellence in the contact center industry. The integration of...
Harnessing the Power of Data and Analytics – Part 1
Data and analytics have become pivotal in driving efficiency, improving customer satisfaction, and ensuring operational excellence in the contact center industry. The integration of...
Why AI Readiness Should Be a 2025 Priority
The last few years have seen AI evolve from a theoretical advantage to a central force in customer experience, especially in contact centers. With...
Getting Past the AI Hype
Aside from artificial intelligence (AI) being the most important technology trend for contact centers to get behind, it’s also evolving at a pace that...
Top 5 Posts in April
This month, Brendan kicks off the top 5 with leading contact center experts' insights on staffing and retention.
Next, Rick shares his three-part series...
Ensuring Quality in Anxious Times
These are anxious times. Both from consumer customers concerned about rising costs and ensuring value-for-money and from businesses seeking to profitably meet their needs....
Using Decision Intelligence to Make Better, More Informed Decisions
It’s fascinating to learn just how long it takes for technology to approach the mainstream. Take artificial intelligence (AI), for example. Just this year...
