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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...
How AI is transforming the CCaaS business model
Few technological innovations will have the disruptive impact that artificial intelligence (AI) is set to unleash across every business...
NUX: The unsung hero of your customer experience
When a team attempts to collaborate on a project, only to be hindered by a slow, unreliable network, the frustration is bound to mount....
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 Agents in Social Listening: Transforming Insights into Action with Konnect Insights
Artificial intelligence is reshaping how businesses handle information—allowing us to process vast streams of unstructured data in...
Why Failing to Invest in Scalability Hurts Your CX Strategy
What happens when your CX strategy isn’t built to grow? Failing to invest in scalability can cripple your customer experience, leaving...
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...
How modern brands measure ROI on CX platform
CX is a critical business strategy that directly impacts revenue, customer retention, and brand loyalty. 80% of customers say experience...
Empower IT and Data Science Teams with Unique Behavioral Data
Welcome to our final installment in our blog series on the power of data-driven interaction analytics. The first blog illustrates how...
IDC and Sprinklr Unveil New Research on 2025 AI Priorities
Report surveyed 500 contact center and 500 marketing leaders on their goals for AI-led CX transformation. NEW YORK, NY — October 30, 2024...
Voice of the customer: Driving customer satisfaction and retention in financial services in 2025
In 2025, CX leaders in the financial services industry face a critical juncture. Customers and clients expect seamless, intuitive...
Exclusive Insights: Two Social Platforms That Had a Moment in 2024 and what to Watch in 2025
With a top-performing IPO and massive user surge, Reddit and BlueSky were two of the most talked about social platforms of 2024 and are...
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...
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...
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