Artificial Intelligence

For seven years, we worked with Contact Center Pipeline to conduct an annual Challenges and Priorities survey. We loved exploring the results, and our...

Kathleen kicks off the top 5 this month with Part 1 of her two-part series on The Fine Art of Contact Center Management. She...

The current landscape of AI (artificial intelligence) in customer experience (CX) includes a wide array of applications, rapidly emerging trends, and a significant uptick...

As industries evolve, so do customer expectations. Customer service is more critical than ever for maintaining customer loyalty and business success. Enter Generative AI:...

The key to contact center success is having a highly qualified, motivated, committed, and well-trained and coached workforce. But that is not always and...

Welcome to the Top 5 Blog Posts in November. Topping the list this month, Kathleen warns of the downside to prioritizing cost-cutting measures, such...

Knowledge management (KM), as we’ve known it, is swiftly becoming outdated. While its name suggests a cohesive solution, it actually encompasses two distinct functions:...

In today’s digital era, we are heavily reliant on texts and emails for communication. However, there are instances when we resort to phone calls...

To kick us off this month, Barry details how AI can help organizations manage and navigate the complexities of today's customer interactions. Next, John updates...

Financial institutions are in the midst of a significant digital transformation, moving to provide a seamless, omnichannel customer experience (CX), enabled by solutions that...

In an industry that relies on improving both resource efficiency and customer experience, AI has the potential to make clear, tangible impacts on many...

When contact centers seek to source their employees, once they have decided which, if any, of their agents will be outsourced, the choices have...

Customers expect excellent products and services from companies and deservedly so. After all, it is their money. Particularly in challenging times like these with...

This month, Michelle kicks off our top 5 with a math equation to take our CX to the next level: CX + EX +...

In today’s highly competitive and disruptive business environment, being agile is critical for success. Just ask Robin Gomez, who is Director of Customer Care Innovation...

With inflation rates still through the roof across most sectors, from energy to raw materials, businesses are struggling to keep their profit margins from...

Just as a symphony’s harmony is only as strong as its weakest instrument, in a contact center, a customer’s satisfaction is intricately tied to...

Yes, the title of this article is undeniably fantastic, yet it’s also 100% accurate. A single agent handles a staggering 20 million calls annually...

In today’s ultra-competitive business landscape, the most effective path to success requires surpassing your customers’ expectations every time. However, customer demands and desires constantly...

Are you ready for a digital transformation in your center? If so, check out Daniel's article in this month's top 5 blog posts. He...