As AI replaces call center agents at all customer experience touchpoints, AI frees up CX workforce for customer loyalty ...
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...
Self service in the age of AI still requires proper planning and purpose-driving adoption of technology to enhance custo...
Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers a...
