Artificial Intelligence

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...

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Knowledge management (KM), as we’ve known it, is swiftly becoming outdated.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 +...