Artificial Intelligence

A few years ago, only 15% of customer interactions relied on emerging technologies such as artificial intelligence (AI)-enabled chatbots, automated emails, and virtual agents, reported Gartner. In 2022, that number rose to more than...

Throughout the month of November, our readers have been most interested in finding new ways to bolster their CXes and increase loyalty among customers, while learning how best to utilize AI to accomplish these...

Bad customer experiences (CXs) still happen every day in contact centers because most brands are not actively investing in creating better ones. So, when something unforeseen happens, like a global pandemic, brands struggle to...

As the world becomes increasingly digital, the use of artificial intelligence (AI) is rapidly transforming the way businesses interact with their customers. AI has established itself as a key technology to allow customers to engage...

Just as contact center teams have begun to adapt to remote and hybrid environments, they are confronting a new set of challenges among them: economic uncertainty, inflation, and heightened consumer anxiety. As a result, maintaining...

“Come with me if you want to live” —The Terminator You’ve probably watched The Terminator featuring Arnold Schwarzenegger and ever since then associated robots with his character. But robots or “bots” are not just physical walking...

Earlier this year, OpenAI announced a new iteration of their viral AI (artificial intelligence) model: ChatGPT-4. When ChatGPT-3 was initially announced, in November 2022, it was immediately hailed as “game-changing,” and was valued at...

Our top 5 blog posts in October are comprised of a very diverse set of topics. This month, we cover everything from our personality traits to our chatbots. First, Afshan and Mike share some...

Supply chain chaos continues to be in the headlines. We’ve seemingly seen it all: logjammed ports, inventory pileups in warehouses, shortages of raw materials and consumer goods, shipping and delivery delays, and a disrupted...

Chatbots, powered by artificial intelligence (AI), are becoming a popular and essential application in contact centers by swiftly, accurately, and cost-effectively handling, and helping agents to handle, many customer issues. But like any particularly rapidly...

For the past several months the technology conversation has been dominated by the emergence of ChatGPT, first GPT-3, then GPT-3.5, and most recently (at presstime) GPT-4. But could it revolutionize the contact center industry?...

This month, our readers have strongly focused on moving forward in our new hybrid/remote work environments. Rama enlightens us on how video technologies can improve both the employee's remote work experience and the customer's...

As worrisome as cybersecurity may be, it’s just one of the many threats facing contact centers, and perhaps least understood among them would be telecom fraud. For most people, the term telemarketing comes to...

There have been considerable conversations about the Gig Economy and gig working i.e., freelance, on-demand, over the past few years. But what is gig about for contact centers? And what is its benefits and...

The past few years have been turbulent for the customer experience (CX) industry. It all started with the COVID-19 pandemic, which forced three million U.S. contact center employees to work from home in a...

Like nearly every industry, today’s contact centers are facing a labor shortage. The Great Resignation and the impacts of the COVID-19 pandemic have changed workforce availability and shifted how workers want to experience work....

Jacobi heads up August's Top 5 Blog Posts with a plan for how to combat the contact center concentration crisis caused by excessive background noise. Next up, Rebecca explains how AI can aid our...

In 2020, the sudden shift to work-from-home (WFH) status for contact center employees felt chaotic and temporary. In 2021 it became a necessary, but less than optimal, way to keep businesses moving forward. But...

Forecasting economic futures is challenging, but business success depends on it. The U.S. economy ended 2022 on a sustained strong note. Payrolls continued to grow beyond expectations. Unemployment stayed low. Wages were still growing...

The call center industry is facing a concentration crisis, with background noise levels exacerbating stress and limiting productivity in the workplace. When IRIS Audio Technologies surveyed 500 contact center agents in the U.K. and...