IVR technology has evolved over the last four decades into today's AI Voice Assistance or Enhanced IVR Design, hopefully...
CcaaS (contact center as a service), combined with GenAI (generative AI), should be developed in lockstep with a higher ...
Relationship intelligence applies to both human-to-human interactions and AI tools for relationship machine learning, to...
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...
