Artificial Intelligence

As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. Contact center associates...

Exceptional customer experiences (CXs) are critical to short- and long-term business success. Because of this, it’s instrumental to have a detailed understanding of what...

As a customer service expert, you’ll always have age-old problems to solve, like attracting and retaining customers, shipping issues, disgruntled shoppers, and burned out...

Company Cognigy CEO/Founder(s) Philipp Heltewig, CEO and co-founder Sascha Poggemann, COO and co-founder Founded 2016 Describe your company Cognigy, a leader in Conversational AI, powers up enterprise contact centers...

Tense, uneasy, and overwhelming - are all words that can be used to describe the current customer support environment. A combination of several factors,...

Our top 5 posts for January are set to start us off on the right foot for 2023. Our Advisory Board offers their insights...

The year is 2023, and the contact center industry is on the brink of change. With new technologies and approaches being developed daily, it’s...

Throughout December, our readers have focused on two big topics over on the blog: how to provide the best customer experience via an omnichannel...

The disruption never stops. Between supply chain issues, workforce shortages, natural disasters, and whatever is about to hit us next, disruption is everywhere –...

Providing excellent customer service, support, sales, and billing relies on having the right numbers of the skilled contact center agents at the right times....

Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment. And they are working to...

The customer experience (CX) world has been flipped on its head over the last two years. What we saw happen within contact centers at...

At contact centers, human interactions matter. According to the 2022 CX Leader Trends & Insights report, 80% of customers indicated that positive experiences increase...

This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost...

I know, I know. Last time you heard from me, in my January 2022 column in this magazine, I told you I was retiring....

The French writer and editor, Jean-Baptiste Alphonse Karr, created this wonderful phrase “plus ça change, plus c’est la même chose,” which roughly translates to...