Artificial Intelligence

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...

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Contact centers have been slowly restructuring aging and outdated voice channels to adjust for the mobile device/smartphone era and advances in artificial intelligence (AI),...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