Artificial Intelligence

Robert kicks off our top 5, showing us how contact center intelligence (CCI) can make our centers smarter. Over to April, who begins her...

In 2026, contact centers operate at the intersection of two seismic forces reshaping customer engagement: hyper-scaled AI communications and an equally rapid rise in...

AI has quickly become an integral component of modern contact centers, playing a central role in interpreting customer intent and guiding real-time decisions. Virtual...

The contact center industry is experiencing a fascinating contradiction in 2026. While enterprises race to deploy AI agents and automation at unprecedented scale, a...

This month's top 5 has a strong focus on our people and how we can best support them. Jens guides us through updating our...

John starts this month's list by detailing four strategic actions contact center leaders can take to optimize their operations, beginning with reducing unnecessary contacts....

When automated teller machines (ATMs) first showed up in the late 1970s, many predicted a steady decline in bank tellers. I can remember working...

The poets, newspaper journalists, and novelists may be weeping into their embroidered hankies about generative AI (GenAI) being the death of original writing. But contact...

Accents are deeply personal, shaped by geography, language, socioeconomic class, gender, and by one’s own identity. Just as voice prints can identify individuals, accents...

Airlines are in the business of taking customer journeys. And they comprise two key steps that are taken together. There is the physical piece of...

In our September 2025 issue, we featured an article, “The Road Ahead for Auto Finance CX,” which examined automotive finance lending and included an...

It seems that everywhere you look these days, the conversation is focused on AI, and our most-read blog posts this month are no exception....

Every contact center leader feels pressure to modernize by adopting AI, digitizing everything, reducing costs, and improving customer experience (CX). But before you optimize,...

If everything worked, customers would rarely get in touch. The contact center catches what other processes and departments drop. Even the simplest contacts, such as...

When people talk about automation, including customer experiences (CXs) powered by AI, it often comes with dramatic headlines: jobs disappearing, customers shocked and awed,...

AI has been hyped as the silver bullet for customer service and sales, and nowhere more than in chatbots. The promise was simple: let...

With the surge of AI and automation, it’s never been easier for brands to invest in new ways of connecting with customers. But at...

The operative word here is “shrink”, as this implies that AI will lead to scaled-back contact centers. At face value, this means having fewer...

Contact centers are moving faster down the road to increased automation, where machines are becoming the norm and people the exception in customer interactions....

We start off this month's most-read blog posts with an inside view of the contact center operations of BC Ferries, which provides ferry services...