Artificial Intelligence

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

Regulatory compliance is a critical issue for any organization that provides products or services to the public. This is particularly true in the United...

Data and analytics have become pivotal in driving efficiency, improving customer satisfaction, and ensuring operational excellence in the contact center industry. The integration of...

Data and analytics have become pivotal in driving efficiency, improving customer satisfaction, and ensuring operational excellence in the contact center industry. The integration of...

The last few years have seen AI evolve from a theoretical advantage to a central force in customer experience, especially in contact centers. With...

Aside from artificial intelligence (AI) being the most important technology trend for contact centers to get behind, it’s also evolving at a pace that...

This month, Brendan kicks off the top 5 with leading contact center experts' insights on staffing and retention. Next, Rick shares his three-part series...

These are anxious times. Both from consumer customers concerned about rising costs and ensuring value-for-money and from businesses seeking to profitably meet their needs....

It’s fascinating to learn just how long it takes for technology to approach the mainstream. Take artificial intelligence (AI), for example. Just this year...

Topping off our 5 most read blog posts this month, Dan details the keys to being a successful WFM leader: Curiosity, Kindness, Collaboration, and...

In December 2024, DMG Consulting conducted our annual global survey of enterprise, customer experience (CX), contact center, and customer service leaders concerning their business...

Let’s be clear about something. AI is not going to steal your job. BUT... It might steal your business. Look, we know... AI is everywhere. Every article...

Coming in at the top of February's most read blog posts is Steve's Research Report showing predictions for contact centers in the U.S. in...

Mark Pereira is one of Contact Center Pipeline’s most prolific contributors. And for good reason. The author of our “Coach’s Corner” column, along with...

In today's tumultuous environment, customers have less patience for long on-hold times and response times and for incomplete service when contacting organizations. But contact...

Throughout the month of January, our readers were focused on planning and strategizing for the year ahead. Lori starts off by walking us through...

Though it doesn’t always get the credit it deserves, the customer service industry is a crucial part of the way technologies actually change the...

It is always important to remember, as we enter the New Year, to focus on what truly counts and that is people. For contact...

As AI continues to take the world by storm, organizations are expecting to revolutionize operations and deliver unprecedented results. For many, AI is seen...

As 2024 has come to an end, ContactBabel has looked at the thousands of surveys we’ve carried out with contact centers and customers in...