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...
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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...
The Great AI Paradox for Contact Center Agents
Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact center will need more—not fewer—agents as revealed...
Want AI in Your Contact Center? First You Need the Cloud.
Gartner says generative artificial intelligence (AI) is one of the top three technologies that will transform customer service and...
Strategies for Elevating Contact Center Quality Management
Contact center leaders know that their quality management (QM) programs are critical to customer experience (CX) and driving a connection...
Why an Open CCaaS Platform Approach Creates More Confident CX Leaders
There’ve been plenty of reasons for businesses to feel pessimistic about their ability to successfully engage with customers in recent...
New Research Charts Contact Center Suites Value and Names Verint a Market Leader
Ventana Research has published its 2023 Buyers Guide examining contact center and agent management applications and the platforms...
Meet the Verint Bots Powering CX Automation
Running an efficient contact center that delivers exceptional CX is a tough proposition. Interaction volumes are skyrocketing, matched by...
Key Stages in Cloud Contact Center Migration
Cloud contact center migration can be a complex and challenging journey. Businesses that choose to follow this path can gain many...