The customer contact center stands at the nexus of AI innovation. The potential economic benefits of this shift are undeniable. However, as we stand on the cusp of this technological revolution, a ...

Although AI concerns fuels burnout, agents in smaller contact centers view the technology more favorably than those at larger ...

Omnichannel proliferation needs more than your average agent. Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now than ...

Monitoring call times, optimizing agent schedules, timely analytics, not to mention the ability to view the entire customer journey in real and historic-time, ensuring agents have the on-demand ...

Using your customers as “guinea pigs” to train your call center agents isn’t an option anymore. These days, every customer counts, and retention has become paramount for every organization. Research ...

Transforms the Contact Center Agent Experience with Powerful Contact Queuing and Handling Features that Enhance Productivity and Personalize Both Agent and Customer Engagement CAMPBELL, ...

Voice AI agents for appointment-scheduling calls can represent a great opportunity to optimize the bottom line while not ...

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers Automated ...

In my previous post, "Is It Time To Disrupt Your Call Center?," I described an all-too-common experience of calling a major credit card issuer for help, focusing on the impacts on the customer ...

Customer service is a crucial component of any ecommerce business. When you get it right, it can be extremely rewarding — proof that you’re building a tribe of followers, cheerleaders, and referrers ...

Contact center work is stressful in all industries. In the insurance industry, it can be downright exhausting. Instead of taking calls about return policies or clearance sales, contact center agents ...