Improving human-to-human conversation intelligence between contact center agents and customers will improve customer exp...
IVR technology has evolved over the last four decades into today's AI Voice Assistance or Enhanced IVR Design, hopefully...
As AI replaces call center agents at all customer experience touchpoints, AI frees up CX workforce for customer loyalty ...
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...
Employee engagement, virtually or in person, in best interests of all the stakeholders: customers, employees and the o...
Why capping AHT and agents' wages would be two big mistakes for managing contact centers, leading to attrition and failu...
