Technology

Google defines irony as “Whenever a person says or does something that departs from what they (or we) expect.” It is often delivered with...

In today’s ultra-competitive business landscape, the most effective path to success requires surpassing your customers’ expectations every time. However, customer demands and desires constantly...

In March 2023, OpenAI – the research laboratory behind the wildly popular ChatGPT chatbot – released GPT-4, its newest multimodal model powering a variety...

As companies continue to search for ways to cut costs and improve customer experience (CX), self-service solutions have become increasingly popular. Conversational AI applications...

With continued market uncertainty, lingering inflation, and heightened customer expectations, business leaders are laser-focused on improving or, more accurately, energizing the overall customer experience...

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

In my last article, “Connecting the Machine and Human” (March 2022 Contact Center Pipeline) I explored the concept of machine learning and its application...

Since its release in late 2022, OpenAI’s ChatGPT has undeniably gained prominence, making waves across various industries, including the ever-evolving retail/eCommerce sector. The impact...

Companies cannot afford to pay for glitchy, underperforming communication systems and implementation delays that bring direct, immediate costs in wasted time, lower productivity, and...

The contact center has seen a lot of changes in the last 15 years. We have matured as an industry. The centers have become...

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...

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...

Contact center wait times have tripled due to high turnover, the ease of switching jobs remotely, and lonely customers, Bloomberg reported. Even as we emerge...

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

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

Throughout the month of May, our readers have been heavily focused on the role technology plays in improving our contact centers, as well as...

Congratulations to Kathleen Peterson, author of two of the Top 5 Blog Posts for the month of April! In her first article "The Future...

One would think that with all the conversations about chatbots, social, and increasingly video channels, on text and visual communications, that speech, yes voice,...

As we close out the first quarter of 2023, our readers are focused on the future. Tiffany guides us on how to up our...

We’ve all been there. The landline rings unexpectedly or an Unknown Number flashes on your screen and — before you know it — you’re...