Artificial Intelligence

Tech giants like OpenAI, Google, and Microsoft are racing to give their AI agents real “agency”: the ability to reason, plan, and act on...

If there’s anything a customer hates, it’s when a company disrespects their time. There are many ways this can happen. But in customer experience...

In an era where AI is reshaping the landscape of customer service and personalization, the industry is undergoing a profound transformation to adapt to...

AI is everywhere. But what kind of impact can companies really expect from this technology, and most importantly, how can they leverage it to...

Understanding why customers reach out is no longer a luxury: it’s a necessity. As organizations strive to deliver exceptional customer experiences (CXs), call intent...

The March Feature, “Speaking the Customers’ Language(s)” touched on AI-driven automation to help engage with U.S. and Canadian non-English/non-French primary speakers through the contact...

Throughout August, our blog readers have been interested in a variety of topics important to our centers. At the top of our most-read posts...

In the past, a contact center agent could be reasonably secure in knowing who was at the other end of the line. And if...

Contact centers will need more than just the bare minimum or bootstrapped solutions to survive and meet the needs of their customers. The contact...

Jennifer kicks off our Top Five Posts in July by sharing how AI can be used to prevent agent attrition by identifying agent burnout...before...

Service and support organizations face a growing knowledge crisis. It is characterized by an ever-widening gap between the knowledge required to resolve issues efficiently...

In recent years, the advancement of artificial intelligence (AI) has inspired organizations to implement the technology in their contact centers. This is largely to...

The hiring process in contact centers has always been challenging, and recent shifts in the labor market have introduced new obstacles. In fact, the...

The contact center agent’s job is uniquely demanding. Agents juggle rigid schedules, repetitive tasks, and interactions with frustrated or anxious customers. This makes the...

This month, Dina kicks off the top 5 by sharing her insights on how benchmarking across industries allows for the discovery of innovative solutions...

The role of artificial intelligence (AI) in contact centers is rapidly evolving, transitioning from theoretical concepts to practical applications delivering real business value and...

Steve tops our most read blog posts this month with his findings from “The US Customer Experience Decision-Makers’ Guide (2024-25).” Specifically, he hones in...

In our hyper-connected reality, a staggering 88% of customers now equate their experience with a company to the value of its products or services....

The rise of Agentic AI - what McKinsey calls the “next frontier of generative AI” (GenAI) - marks a seismic shift in the future...

Regulatory compliance has undergone a significant transformation in recent years. Particularly when it comes to voice recording. According to a Reuters report, 70% of...