GenAI in CX can lead to 20-30% reduction of contact center jobs by 2026. It's best to be proactive than reactive to GenA...
AI EX (exployee experience) paves the way for AI CX (customer experience), and both lead to brand experience of a produc...
As businesses embrace conversational AI, they must navigate the delicate balance between automation and human touch, ens...
Contact center improvement is an ongoing journey involving all levels. Here are 15 ideas for people, technology, process...
System implementation at contact centers needs careful planning, due diligence, RFP, vendors, project team, manager, &am...
CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Bus...
FCR, an important contact center performance KPI, needs to be measured. FCR analysis helps with FCR problem shooting &am...
A contact center forms a professional partnership with the organization by collecting customers’ input data as an impo...
