Insights

Whether your call center is a team of 5 or 10,000+, there are two simple common goals: happy customers and happy agents. But achieving...

The global open banking growth rate is expected to reach $19.14 billion in 2022 and is projected to grow to $48.13 billion in 2026 at a...

As the world rapidly evolves, the contact center is no exception. We find ourselves at the crossroads of two powerful forces: the rise of...

A handy guide to perfecting your workforce scheduling with technology that enables agent flexibility and autonomy. At long last, employee...

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact center will need more—not fewer—agents as revealed...

Gartner says generative artificial intelligence (AI) is one of the top three technologies that will transform customer service and...

Contact center leaders know that their quality management (QM) programs are critical to customer experience (CX) and driving a connection...

Does your CX platform have what it takes to drive results for your brand? Our experts weigh in on what’s in and what’s out for customer...

There’ve been plenty of reasons for businesses to feel pessimistic about their ability to successfully engage with customers in recent...

Ventana Research has published its 2023 Buyers Guide examining contact center and agent management applications and the platforms...

In the ever-evolving landscape of customer service, delivering elevated customer experience (CX) is the holy grail for businesses seeking...

Organisations that prioritise customer feedback as a key input to make their critical business decisions are the ones that will survive...

Cloud contact center migration can be a complex and challenging journey. Businesses that choose to follow this path can gain many...

Chatbots have become practically synonymous with artificial intelligence (AI) for customer service. The chatbots that leverage AI and...

What if there was a better way? What if customer support leaders could move past the scheduling nightmares and manage their contact...

In competitive markets, increasing customer satisfaction is vital to maintaining (or increasing) market share. Customer satisfaction...

To proactively and accurately monitor your telecoms infrastructure around the globe, Cyara has invested in ensuring it has the most...

Find out how Lucy Edmunds' experience with an airline's chatbot left a lot to be desired, and how testing could have prevented this. I...

Customer experience (CX) is a crucial, yet often overlooked, aspect of any testing journey. According to a survey conducted by Qualtrics...

Leaders of the most successful businesses know that providing the best customer experience (CX) in their markets leads to greater...