Data Management

Contact centers are among the most infrastructure-intensive operations in any organization, with applications including voice and chat channels, AI assistants, analytics engines, and workforce...

Since generative AI (GenAI) made its explosive debut at the end of 2022, every business function has felt pressure to deploy GenAI-powered tools in...

Data is the fuel of organizations. It provides the energy to the various engines that create, deliver, service, fix, and sell its products and...

Contact centers have always been obsessive about numbers. Average handle time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and so many more. These...

There is no doubt that the contact center space is going through major disruption: and this isn’t just a matter of modernizing with a...

Unstructured interaction data apparently is now the norm, from what I am gathering from industry sources, of what flows through a contact center. These...

Data and analytics have become pivotal in driving efficiency, improving customer satisfaction, and ensuring operational excellence in the contact center industry. The integration of...

Data and analytics have become pivotal in driving efficiency, improving customer satisfaction, and ensuring operational excellence in the contact center industry. The integration of...

Businesses have turned to hosted communication solutions as they offer a convenient means to work flexibly from any location and at any time. Critically,...

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

If customer interactions are the lifeblood of organizations, pumped through their customer engagement hearts, whose muscles are live agents and automated applications, then data...

As digital innovation pervades our modern business landscape, it’s hard to argue against the fact that people remain at the heart of any customer...

The convergence of search engine optimization (SEO) and first-party data has emerged as a powerful strategy to enhance customer experiences (CXs). By combining insights...

When it comes to managing your contacts, the days of the rolodex and the spreadsheet database are far behind us. Today’s business landscape calls...

Effective data use can separate the preeminent contact centers from the rest of the pack. As you work to leverage your center’s data, consider...