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5 key trends shaping AI in the contact centre in 2025
In 2025, artificial intelligence (AI) will expand its influence in the contact centre space as this prolific technology trend permeates...
The Power of Alerts and Automated Actions in Contact Centers
Managing a contact center is no small feat. With high volumes of incoming calls, chats, and emails, there’s always the risk of things...
The Importance of Real-Time Reporting in Contact Centers
In today’s fast-paced business environment, contact center managers must ensure they stay ahead of growing customer expectations, the...
In Conversation: How Agent Copilot Bots Deliver AI Business Outcomes
In today’s contact centers, agent copilots are revolutionizing efficiency and customer experience. Kelly Koelliker, VP of Content...
AI in Contact Center Quality: The Promises and Pitfalls
Your contact center quality program is crucial for the success of your business. It’s a cornerstone for ensuring consistently...
Doubling Agent Capacity with Verint Agent Copilot Bots
Whether you see it as “cutting call times in half” or “doubling agent capacity,” the ability to shave 50% off your call handle time is a...
Contact Center Playbook: The Era of AI-first Experiences
Love it or hate it – you just CAN’T ignore AI anymore. Its transformative power is being felt among businesses across industries...
Contact Center Automation: Reduce Agent Burnout and Boost Customer Satisfaction
Contact center automation streamlines operations, reduces costs, and helps deliver effective customer service. There are various types of...
A Guide to Contact Center Analytics: Improving Customer Satisfaction and Operational Efficiency
Contact center analytics represent the gathering and reporting of customer data. By utilizing this data, businesses can improve the...
Boost Call Center Efficiency with Smart Training Strategies
Any call center’s performance is only as good as the performance of its weakest agent. That’s why organizations are working hard to bring...
How to Improve Your Call Center Compliance
Failing to meet regulatory requirements, industry standards, or internal processes can lead to poor customer experience (CX), negative...
The death of the IVR: How generative AI is transforming customer service
“For technical support, press 1. For billing inquiries, press 2. To hear about our latest promotions, press 3.” Once you’ve chosen...
The Impact of Agent Experience on Your Customers
Businesses frequently focus their efforts and budgets on improving the customer experience. With predictions from global researchers like...
Supercharging Customer Experience: The Omni-Channel GenAI Revolution
Learn about the transformative impact of GenAI in email, voice, and chat automation for customer service executives. In today's...
Upgrade Your Genesys Contact Center With Enterprise Bot’s GenAI Automation
Explore the benefits of enhancing your Genesys setup with advanced AI-powered features for omni-channel automation, agent assist, and...
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