Artificial Intelligence

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...

One of AI’s strongest capabilities lies in its ability to identify patterns in large and unstructured datasets. Tasks that are core to the delivery...

Welcome to October's Top 5 Blog Posts. To begin, Pablo explains how to successfully implement AI in our centers, where the first big step...

For decades, the call center has been the heart of customer service beyond the in-branch or in-store experience. As new digital options to interact...

AI is well on its way to transforming the contact center, but no more so right now than with Agentic AI. I was the...

We appear to be in “the Age of Disruption”: in society, commerce, government policies, environment, and technology, notably AI like Agentic AI. As a, if...

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...