Insights

In 2025, artificial intelligence (AI) will expand its influence in the contact centre space as this prolific technology trend permeates...

Few technological innovations will have the disruptive impact that artificial intelligence (AI) is set to unleash across every business...

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

In today’s fast-paced business environment, contact center managers must ensure they stay ahead of growing customer expectations, the...

In today’s contact centers, agent copilots are revolutionizing efficiency and customer experience. Kelly Koelliker, VP of Content...

Your contact center quality program is crucial for the success of your business. It’s a cornerstone for ensuring consistently...

Report surveyed 500 contact center and 500 marketing leaders on their goals for AI-led CX transformation. NEW YORK, NY — October 30, 2024...

Love it or hate it – you just CAN’T ignore AI anymore. Its transformative power is being felt among businesses across industries...

Find out how to start using conversational intelligence to create personalized, effective location-based campaigns that drive results....

Artificial intelligence (AI) is changing customer service , making businesses more efficient and responsive. Far beyond a buzzword, AI...

“For technical support, press 1. For billing inquiries, press 2. To hear about our latest promotions, press 3.” Once you’ve chosen...

Industry expert Juanita Coley shares her practical tips for implementing AI to empower agents and please customers. As head of global CX...

We explore the world of MultiCaaS and why it's a contact center trend that's shaping the future of the industry. As a contact center or...

Build your next-gen contact center for today and tomorrow, build stronger customer relationships, and empower agents with generative AI...

Find out if your call center is ready for a revamp with our call center upgrade checklist. Calling to you from the mountain of content...

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...

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...