Insights

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...

Running an efficient contact center that delivers exceptional CX is a tough proposition. Interaction volumes are skyrocketing, matched by...

Cloud contact center migration can be a complex and challenging journey. Businesses that choose to follow this path can gain many...

Chatbots have become practically synonymous with artificial intelligence (AI) for customer service. The chatbots that leverage AI and...

What if there was a better way? What if customer support leaders could move past the scheduling nightmares and manage their contact...

In competitive markets, increasing customer satisfaction is vital to maintaining (or increasing) market share. Customer satisfaction...

To proactively and accurately monitor your telecoms infrastructure around the globe, Cyara has invested in ensuring it has the most...

Find out how Lucy Edmunds' experience with an airline's chatbot left a lot to be desired, and how testing could have prevented this. I...

Customer experience (CX) is a crucial, yet often overlooked, aspect of any testing journey. According to a survey conducted by Qualtrics...

Leaders of the most successful businesses know that providing the best customer experience (CX) in their markets leads to greater...

With technology at our fingertips, it’s easy to see why the customer experience has evolved. To remain brand loyal, today’s consumers...

An agent logs in to her computer and sees she has been assigned a callback to a customer who reached out the previous day about a missing...

Call centers are the front line of customer service for many companies, and they play a crucial role in maintaining customer satisfaction...

Artificial intelligence (AI) has been revolutionizing the way businesses operate, and call centers are no exception. AI-powered...

Call routing is a necessary feature for any organization that receives incoming calls daily, as it directs calls to the relevant entity...

The metaverse, a virtual world where people can interact with each other and digital objects, is quickly becoming a reality. With the...

There’s always talk about customer experience and spending, but is the ROI there? Numerous studies show customer satisfaction leads to...

Every organization in today’s digital world is putting its effort into providing customers with the latest communication option. However,...

Business process outsourcing (BPO) refers to the practice of outsourcing certain business functions related to customer communication and...