Artificial Intelligence

Again this month, our readers really enjoyed our new addition, Pipeline Puzzles. In the February edition, Tiffany offers a word search full of WFM...

Artificial Intelligence (AI) is clearly today’s dominant trend in tech, but this wouldn’t be happening without the mega trend that preceded it. That would...

There are a variety of different ways customers can contact businesses when they have a complaint or concern. In a 2022 survey from Salesforce,...

Our most read blog post in January was "Moving Forward: What Will 2024 Bring For Contact Centers?" This is one that we do every...

Another year, another round of hope and promise that risks being undermined by uncertainty and potential chaos. Is 2024 turning out to be “The...

As 2023 draws to a close, let's take a moment to look back at some of our most read blog posts. From year to...

This month, our readers have been heavily tuned in to all things tech. There are so many new and quickly evolving AI options out...

Large Language Models (LLMs) and Generative AI (GAI) have monopolized public attention the past few months. And the launch and acquisition of artificial intelligence...

Contact centers are paying the price for underinvestment in automation technologies. While centers are increasingly embracing these tools for simpler interactions, they are understandably...

Generative AI is finally having its moment. While interest in the field has been steadily growing over the past year, according to Google, search...

In today’s uncertain, disruptive, social, and highly competitive economy, customer experience (CX) counts, and in more ways than one. Yet providing customers with the...

Customer service is more important than ever in this uncertain market. And businesses are under immense pressure to meet rapidly shifting consumer expectations and...

The ability to be sent and to have received timely, information-rich, targeted, and actionable outbound communications is critical for customers and the customer experience...

Rushing off one flight to get onto another with a one-hour layover that turns into four hours once you get to the check-in counter...

A few years ago, only 15% of customer interactions relied on emerging technologies such as artificial intelligence (AI)-enabled chatbots, automated emails, and virtual agents,...

Throughout the month of November, our readers have been most interested in finding new ways to bolster their CXes and increase loyalty among customers,...

Bad customer experiences (CXs) still happen every day in contact centers because most brands are not actively investing in creating better ones. So, when...

As the world becomes increasingly digital, the use of artificial intelligence (AI) is rapidly transforming the way businesses interact with their customers. AI has established...

Just as contact center teams have begun to adapt to remote and hybrid environments, they are confronting a new set of challenges among them:...

“Come with me if you want to live” —The Terminator You’ve probably watched The Terminator featuring Arnold Schwarzenegger and ever since then associated robots with...