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Let’s be clear about something. AI is not going to steal your job. BUT... It might steal your business. Look, we know... AI is everywhere. Every article...

As AI continues to take the world by storm, organizations are expecting to revolutionize operations and deliver unprecedented results. For many, AI is seen...

Cognigy has recently launched a new technology: Cognigy’s Agentic AI. This new technology enables an autonomous AI workforce capable of planning, executing, and collaborating...

In an industry that relies on improving both resource efficiency and customer experience, AI has the potential to make clear, tangible impacts on many...

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...

A market shattering move into a UCaaS offering “You’re joking, right?” “So what’s the catch?” These are the most common questions, among others, that have...

CHALLENGE Members around the globe rely on the world’s largest designer, manufacturer and distributor of quality eyewear and sun wear. During the time of this case...

I recently had the pleasure of speaking with Denis Francoeur regarding his recent Podcast, Enhancing Customer Service in a Personalized Contact Center. Denis talks...

At contact centers, human interactions matter. According to the 2022 CX Leader Trends & Insights report, 80% of customers indicated that positive experiences increase...

Find Out What the Data Reveals. Change. It’s inevitable, as they say. But over the past few years it’s felt like the world as we...

An increasing number of organizations now have limited resources and staff at their disposal due to consequences of the current macroeconomic climate. When you...

If you are managing a contact center, your goal everyday is to enrich your customer’s experiences. That is exactly the foundation to which...

Robert Bradshaw is the co-founder and president of WiserOwl, a US-based company helping contact centers dramatically improve performance and the customer experience while saving...

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...

Every big leap takes the right timing, careful planning, intention, a clear goal, and focus. And there are many influences at play that ensure...

For many businesses, the contact center is the primary point for customer interactions, yet COVID-19 has forced these businesses to rethink their sales and...

It seems evident that many of the recent changes we’ve seen in the contact center over the last two years are very likely to...

Modern consumers crave immediacy and the global pandemic, and acceleration of technology it delivered, has only enhanced this demand. With technology such as artificial...

What exciting times for our industry. Voice technology has come such a long way and according to my interview with Edward Miller, the Founder...

Text analytics has already expedited delivery of excellent customer service in innovative ways for call centers. But what if you could analyze both sides...