Consumer psychology, as a quantitative tool, combined with qualitative AI data can help us understand customer behaviors...
Improving human-to-human conversation intelligence between contact center agents and customers will improve customer exp...
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...
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...
