Artificial Intelligence

In March 2023, OpenAI – the research laboratory behind the wildly popular ChatGPT chatbot – released GPT-4, its newest multimodal model powering a variety...

As seen by slower mall traffic and stacked boxes on doorsteps, online shopping remains on the rise and shows no signs of slowing down....

There is much to recommend about the value of cloud-based contact centers. Most leading platforms have made cloud-first their primary architecture. But when it...

Contact centers have been slowly restructuring aging and outdated voice channels to adjust for the mobile device/smartphone era and advances in artificial intelligence (AI),...

Throughout July, our readers have been deep-diving into WFM solutions with Brendan's 3-part Vendor Roundtable. Part 1 covers key trends and issues, including an...

According to research by Gartner, companies focusing on a total experience (TX) strategy will beat their competition by as much as 25% in terms...

Can we all agree at this point that waiting for the coming revolution of artificial intelligence (AI) and machine learning (ML) has been a...

We now live in “The Age of Angst”: of fear and insecurity, facing a bleak future with social upheavals, pandemics, natural- and human-caused or...

Adopting artificial intelligence (AI), like Generative AI, and automation is increasingly pivotal to support next-gen talent management strategies in the contact center. Particularly, AI...

Contact centers are facing significant challenges, but also opportunities in 2024 and going forward, all of which are based on having the people they...

Workforce management (WFM) solutions are the prime go-to tools for contact center managers to assure agent availability and provide an excellent customer experience (CX)....

Having the right numbers of skilled quality agents to provide an excellent business-building-and-supporting high quality customer experience (CX) when they are needed has always...

Mark McKinney starts off the top 5 this month with his article unpacking the FCC's recent rulings. He explains the rulings and how they...

As companies continue to search for ways to cut costs and improve customer experience (CX), self-service solutions have become increasingly popular. Conversational AI applications...

With continued market uncertainty, lingering inflation, and heightened customer expectations, business leaders are laser-focused on improving or, more accurately, energizing the overall customer experience...

Throughout May, our readers are learning how to best wield the latest technologies to improve their CX. First, Brendan and Heather offer insights on...

The U.S. Federal Communications Commission (FCC) oversees powerful laws and regulations impacting the call center industry, notably the Telephone Consumer Protection Act (TCPA). So, call...

Your customers want and need to be heard and to have our insights gathered, analyzed, and if merited, acted on to enable success for...

If you’ve ever called customer service to dispute a bill, cancel a service, or return an item, there’s a chance the conversation could end...

We all understand that quality assurance (QA) is vital in maintaining and enhancing performance within contact centers. Traditionally, human QA analysts have been responsible for...