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 ...
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...
CX improvement at call centers with mapping customer journey touch points & root cause analysis results in reduction...
Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers a...
Why capping AHT and agents' wages would be two big mistakes for managing contact centers, leading to attrition and failu...
Contact Center Staff Management: Employee Engagement, Training Programs, and Trying New ESAT & CSAT Measures. by JD...
