Artificial Intelligence

In 2023, the Chevrolet of Watsonville, Calif. chatbot offered one lucky customer the deal of a lifetime. The large language model (LLM)-powered negotiator agreed to...

The contact center industry is facing a customer experience (CX) breakdown that can no longer be dismissed. The data tells a clear story: Forrester’s “Global...

Contact centers have long sought to balance providing loyalty-and-revenue-building excellent customer experiences (CXs) with the costs of supplying them, and with this, supplying superb...

Since generative AI (GenAI) made its explosive debut at the end of 2022, every business function has felt pressure to deploy GenAI-powered tools in...

Everything faces an end. And technology is no exception. Indeed, technology systems must be retired when they become outdated, pushed off stage as newer...

This month, Jim starts off our list with the importance and benefits of implementing unstructured data integration strategies. Ryan then teaches us about a...

Data is the fuel of organizations. It provides the energy to the various engines that create, deliver, service, fix, and sell its products and...

There is no doubt that the contact center space is going through major disruption: and this isn’t just a matter of modernizing with a...

Ed. Note: Avaya has long been a leading supplier of contact center solutions with a large customer base and a history going back to...

Change is the norm in contact centers. There are the customer issues, and, depending on the center, customer sales opportunities. Rarely is one day...

Buying a vehicle is arguably the second most important and largest purchase an individual can make, after buying a home. And, like purchasing a...

Dina begins our Top 5 by delving into the benefits of cross-industry benchmarking. She provides insights on how and where to begin, ways benchmarking...

The Wall Street Journal recently ran a detailed piece on AI voice agents poised to revolutionize customer service. The article paints a picture of...

Despite a rise in consumer spending in April driven by consumers stocking goods ahead of potential price increases due to tariffs, some industry experts...

Welcome to workforce management’s (WFM’s) new era! It’s a tremendous and opportunistic time in which WFM solutions are being used to build employee engagement...

For years, the idea of turning inbound customer service agents into salespeople has been met with resistance, hesitation, and in many cases, failure. And...

To kick off November's top 5, Sharon guides us on how to meet digital-first customer expectations by creating a digital engagement landscape. Next, Jennifer...

Contact center training and coaching methods and tools are undergoing both a technological transformation and a rethink of how best to help leadership and...

For CX and contact center leaders looking to turn customer conversations into strategic business advantage, the time to act is now. Despite being rich in...

In light of the AI Stargate project and it’s $500 billion privately-funded initiative, it is worth reflecting on a recent study that looked at...