Artificial Intelligence

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,...

Businesses continue to grapple with high turnover rates — 4.1 million people in the U.S. quit their jobs in September 2022 alone — and...

The goal of any organization is to be more data-driven. This means making business decisions that are rooted in deep intelligence and that drive...

Whether it’s polyester leisure suits or rotary phones, times change and preferences evolve. But one thing remains the same: contact center challenges. Modern times...

When it comes to interacting with brands these days, customers are firmly in the driver’s seat. They’re used to reaching out when and where...

Customer contact organizations are being pushed by strong tailwinds yet are facing powerful headwinds. Customers increasingly and understandably insist on top quality service for...

There has been much chatter recently about Generative AI. So, let’s deep dive into it and discover how it can help contact centers. Generative AI...

Contact center attrition rates have risen to new heights during the COVID-19 pandemic, and there’s no sign of that turnover slowing down. But if...

Customer care leaders are in the heart of a perfect storm. After a couple of tough years, much of which had consumers conducting their...