Artificial Intelligence

Chatbots, powered by artificial intelligence (AI), are becoming a popular and essential application in contact centers by swiftly, accurately, and cost-effectively handling, and helping...

For the past several months the technology conversation has been dominated by the emergence of ChatGPT, first GPT-3, then GPT-3.5, and most recently (at...

This month, our readers have strongly focused on moving forward in our new hybrid/remote work environments. Rama enlightens us on how video technologies can...

As worrisome as cybersecurity may be, it’s just one of the many threats facing contact centers, and perhaps least understood among them would be...

There have been considerable conversations about the Gig Economy and gig working i.e., freelance, on-demand, over the past few years. But what is gig...

The past few years have been turbulent for the customer experience (CX) industry. It all started with the COVID-19 pandemic, which forced three million...

Like nearly every industry, today’s contact centers are facing a labor shortage. The Great Resignation and the impacts of the COVID-19 pandemic have changed...

Jacobi heads up August's Top 5 Blog Posts with a plan for how to combat the contact center concentration crisis caused by excessive background...

In 2020, the sudden shift to work-from-home (WFH) status for contact center employees felt chaotic and temporary. In 2021 it became a necessary, but...

Forecasting economic futures is challenging, but business success depends on it. The U.S. economy ended 2022 on a sustained strong note. Payrolls continued to...

The call center industry is facing a concentration crisis, with background noise levels exacerbating stress and limiting productivity in the workplace. When IRIS Audio...

This month, the top question on our readers' minds is this: Will Chatbots Replace the Need for Contact Centers? Jump into our top article...

Goodbye call centers! This was recently sent to me by someone who questioned that call centers may be going away. It feels like chatbots may...

Agent productivity is always top of mind for contact center leaders. But particularly so when their organizations are facing economic and business challenges like...

The contact center industry has battled various challenges over recent years, such as high employee turnover, low first contact resolution rates, an excessive number...

In our fast-paced world, consumers are increasingly impatient. A whopping 90% rate an “immediate” response — 10 minutes or less — as either...

If we’re using video for meetings, to speak with our friends and family and to consume all types of media and entertainment, why are...

AI has been front and center in our readers' minds this month. For the second month in a row, "The AI Duo Contact Centers...

Companies are experiencing an unprecedented labor shortage. There are nearly three million fewer American workers participating in the labor force today compared to February...

There is no doubt that the contact center agent’s job is much more demanding today compared to a few years ago. Ever-changing customer behavior,...