Artificial Intelligence

Companies are experiencing an unprecedented labor shortage. There are nearly three million fewer American workers participating in the labor force today compared to February...

There is no doubt that the contact center agent’s job is much more demanding today compared to a few years ago. Ever-changing customer behavior,...

Businesses continue to grapple with high turnover rates — 4.1 million people in the U.S. quit their jobs in September 2022 alone — and...

The goal of any organization is to be more data-driven. This means making business decisions that are rooted in deep intelligence and that drive...

Whether it’s polyester leisure suits or rotary phones, times change and preferences evolve. But one thing remains the same: contact center challenges. Modern times...

When it comes to interacting with brands these days, customers are firmly in the driver’s seat. They’re used to reaching out when and where...

Customer contact organizations are being pushed by strong tailwinds yet are facing powerful headwinds. Customers increasingly and understandably insist on top quality service for...

There has been much chatter recently about Generative AI. So, let’s deep dive into it and discover how it can help contact centers. Generative AI...

Contact center attrition rates have risen to new heights during the COVID-19 pandemic, and there’s no sign of that turnover slowing down. But if...

Customer care leaders are in the heart of a perfect storm. After a couple of tough years, much of which had consumers conducting their...

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....