IVR technology has evolved over the last four decades into today's AI Voice Assistance or Enhanced IVR Design, hopefully...
Relationship intelligence applies to both human-to-human interactions and AI tools for relationship machine learning, to...
Contact center improvement is an ongoing journey involving all levels. Here are 15 ideas for people, technology, process...
CX improvement at call centers with mapping customer journey touch points & root cause analysis results in reduction...
Employee empowerment is to trust the frontline call center agents with decision making for refunds and other matters, si...
Customers connect with agents who care at a contact center. Customers want to feel less lonely in handling issues, and c...
CX (Customer Experience) & CSAT (customer satisfaction) start with contact center frontline employee engagement &...
