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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...
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...
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...
Conversational Intelligence for Location-Based Campaigns: Use Cases and Benefits
Find out how to start using conversational intelligence to create personalized, effective location-based campaigns that drive results....
How does AI improve customer service and contact center efficiency?
Artificial intelligence (AI) is changing customer service , making businesses more efficient and responsive. Far beyond a buzzword, AI...
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...
AI in Workforce Engagement Management (WEM): Five steps to success
Industry expert Juanita Coley shares her practical tips for implementing AI to empower agents and please customers. As head of global CX...
What is MultiCaaS and why is it the contact center of the future?
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...
The next-generation contact center: 5 ingredients for success
Build your next-gen contact center for today and tomorrow, build stronger customer relationships, and empower agents with generative AI...
Are you ready for a call center upgrade?
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...
Zoom Contact Center: A future-ready contact center solution for companies big and small
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...
Calabrio WFM: Because Your Agents Deserve the Best—Wherever They Are
A handy guide to perfecting your workforce scheduling with technology that enables agent flexibility and autonomy. At long last, employee...
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