ApexCX
Feb 10 6 mins, 8 secs read

CCaaS, AI, and the Next Level of Customer Experience for Contact Centers

CcaaS (contact center as a service), combined with GenAI (generative AI), should be developed in lockstep with a higher ...

ApexCX
Jan 18 5 mins, 53 secs read

Relationship Intelligence in Both Human-to-Human Customer Experience and AI Machine Learning

Relationship intelligence applies to both human-to-human interactions and AI tools for relationship machine learning, to...

ApexCX
Dec 05 7 mins, 35 secs read

Customer Experience Touchpoints with AI and Human Touch

As AI replaces call center agents at all customer experience touchpoints, AI frees up CX workforce for customer loyalty ...

ApexCX
Nov 27 3 mins, 20 secs read

Self Service in the age of AI

Self service in the age of AI still requires proper planning and purpose-driving adoption of technology to enhance custo...

ApexCX
Nov 26 3 mins, 15 secs read

Robocalls’ Impact on the Digital Contact Center

Public trust for telephony centered communication will erode by robocalls, impacting businesses with legitimate need to ...

ApexCX
Nov 25 4 mins, 35 secs read

How to prepare for changes in contact center hours of operation

Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy,...

ApexCX
Nov 23 3 mins, 37 secs read

Preparing Your Contact Center for the Age of Virtual Agents

Contact center virtual agents work from home, remote work, or use hybrid work model are helped by automation, voice bots...

ApexCX
Nov 22 2 mins, 21 secs read

Contact Center CX Technology 2019 and Beyond

AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...