Artificial Intelligence

According to research by Gartner, companies focusing on a total experience (TX) strategy will beat their competition by as much as 25% in terms of satisfaction. Both for customers and employees. In a tough...

Can we all agree at this point that waiting for the coming revolution of artificial intelligence (AI) and machine learning (ML) has been a bit exhausting? I don’t know about you, but I feel like...

We now live in “The Age of Angst”: of fear and insecurity, facing a bleak future with social upheavals, pandemics, natural- and human-caused or worsened disasters, and political chaos. All taking place in an...

Adopting artificial intelligence (AI), like Generative AI, and automation is increasingly pivotal to support next-gen talent management strategies in the contact center. Particularly, AI for agent and supervisor assistance and AI bots for tackling...

Contact centers are facing significant challenges, but also opportunities in 2024 and going forward, all of which are based on having the people they need to engage with customers, facilitated by workforce management (WFM)...

Workforce management (WFM) solutions are the prime go-to tools for contact center managers to assure agent availability and provide an excellent customer experience (CX). But these hard-working and dedicated professionals are facing multiple challenges...

Having the right numbers of skilled quality agents to provide an excellent business-building-and-supporting high quality customer experience (CX) when they are needed has always been the fundamental challenge facing contact centers. But every indication...

Mark McKinney starts off the top 5 this month with his article unpacking the FCC's recent rulings. He explains the rulings and how they can affect your center, as well as what you can...

As companies continue to search for ways to cut costs and improve customer experience (CX), self-service solutions have become increasingly popular. Conversational AI applications as a self-service option have seen rapid development, resulting in...

With continued market uncertainty, lingering inflation, and heightened customer expectations, business leaders are laser-focused on improving or, more accurately, energizing the overall customer experience (CX), as well as enhancing the customer support experience. In...

Throughout May, our readers are learning how to best wield the latest technologies to improve their CX. First, Brendan and Heather offer insights on data management in our centers. Next, Margaret makes the case...

The U.S. Federal Communications Commission (FCC) oversees powerful laws and regulations impacting the call center industry, notably the Telephone Consumer Protection Act (TCPA). So, call centers should pay heed to a pair of recent FCC...

Your customers want and need to be heard and to have our insights gathered, analyzed, and if merited, acted on to enable success for your organization. But these are uncertain times, riddled with angst....

If you’ve ever called customer service to dispute a bill, cancel a service, or return an item, there’s a chance the conversation could end in frustration. If it did, your first instinct might have...

We all understand that quality assurance (QA) is vital in maintaining and enhancing performance within contact centers. Traditionally, human QA analysts have been responsible for assessing agent interactions to identify areas of improvement. However, with...

Starting off our Top 5 Blog Posts in April, in honor of CCP's 15th Anniversary, Verint reflects on the evolution in customer interaction over these past 15 years. Next, Elaine shares her insights into...

In my last article, “Connecting the Machine and Human” (March 2022 Contact Center Pipeline) I explored the concept of machine learning and its application within the contact center. The applications of machine learning were...

Since its release in late 2022, OpenAI’s ChatGPT has undeniably gained prominence, making waves across various industries, including the ever-evolving retail/eCommerce sector. The impact of this large language model (LLM) has been widely discussed...

The COVID-19 pandemic that hit over three years ago disrupted most every facet of life: including how - and where - customers and employees engage with each other. For many businesses, including contact centers...

The last 10 years have revolutionized the way we do everything. Innovative brands from Tesla to Amazon have leveraged technology to create new realities for entire industries. But can you describe a recent exceptional experience...