Insights

Gamma experts share their thoughts on how AI will influence CX going forward. Artificial intelligence has become the catalyst forcing organisations to rethink operations. Customer journeys are being redesigned, and teams are rethinking on how best they can work together. In terms of customer experience (CX), it isn’t simply just another layer of technology added on. AI within CX has become a key topic for debate. Exciting in potential, yet daunting in practice. With customer

New research finds contact centre agent workload pressure is accelerating as AI investment becomes a top priority. The workload squeeze on UK contact centres is intensifying. In the latest 2025/6 UK Contact Centre KPI Benchmarking Insights Report, 52.6% of respondents report increased agent workload, up from 42% in 2024, a 10% rise. The report also highlights the people impact of sustained pressure: average annual agent turnover is 31.2%, up from 30.2% last year. The report,

If your AI is closing tickets but not solving problems, it’s doing more harm than good. It’s hard to deliver great service if you aren’t actually resolving a customer’s issue. Most customers wouldn’t count a dropped call or a timed-out chat as resolution, and you shouldn’t either. But many companies say it is – and charge you for it, too. Resolution isn’t deflection. It’s not a half-baked handover or a conversation that simply ends. A true resolution is when the problem is fu

Managing a contact center is no small feat. With high volumes of incoming calls, chats, and emails, there’s always the risk of things...

Artificial intelligence is reshaping how businesses handle information—allowing us to process vast streams of unstructured data in...

What happens when your CX strategy isn’t built to grow? Failing to invest in scalability can cripple your customer experience, leaving...

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...

CX is a critical business strategy that directly impacts revenue, customer retention, and brand loyalty. 80% of customers say experience...

Great Southern Bank improved customer service and efficiency by enhancing its CXone Mpower platform with AI-driven automation. CUSTOMER...

As a customer service leader, you've likely found yourself both excited and overwhelmed by the constant buzz around artificial...

Contact center automation streamlines operations, reduces costs, and helps deliver effective customer service. There are various types of...

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...

Failing to meet regulatory requirements, industry standards, or internal processes can lead to poor customer experience (CX), negative...

In today’s fast-paced digital landscape, delivering exceptional customer experience (CX) is more critical than ever. Recent incidents...

Learn what 1:1 personalization is, why it's important, and how to use robust data collection and analysis to deliver a personalized...

Ever wonder what you would do with one extra day? That's the gift a leap year gives us every four years—when the calendar delivers 29...

Robotic process automation (RPA) is a well-established means of automating repetitive business processes implemented in software. It’s...

Meet KYC Compliance Head-On With complex regulatory regimes, rising security and fraud threats, and large volumes of data getting more...

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...