Artificial Intelligence

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...