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Call Center and Contact Center Resources

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Welcome to the Self-Service Revolution: How Helping Less Improves Agent Efficiency
Date Published April 25, 2024 - Last Updated April 25, 2024
As a contact center leader, the last thing you want to hear is that more than half of consumers would rather help themselves. But that’s where we are. We live in a... Read More
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The Importance of Building Rapport in Call Centers: A Comparative Analysis of Practices in Ireland and the US
Date Published April 25, 2024 - Last Updated April 25, 2024
In the highly competitive field of customer service, call centers play a crucial role in shaping the experiences and perceptions of customers. One of the most important aspects of customer service in... Read More
Webinar -
Navigating Generative AI Challenges for Enhanced CXM Success
Date Published April 14, 2024 - Last Updated April 15, 2024
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Article -
Beware Bolt-on AI
Date Published April 12, 2024 - Last Updated April 12, 2024
As technology marches forward, existing solutions are often caught off-guard by new developments that are outside their core competency and begin to cobble together a bunch of minimum viable products and acquisitions... Read More
Article -
Innovating Support: A New Mindset Transforms the Employee Experience
Date Published April 08, 2024 - Last Updated April 08, 2024
Let’s face it: we still mostly do things like we’ve always done. Consider these comments heard around the IT break room… …it’s too hard to build a CMDB …we’ll train our users... Read More
Article -
Practical Ways to De-Stress Your Workday, Build Collaboration, and Calm Difficult Customers
Date Published April 08, 2024 - Last Updated April 12, 2024
Think about any significant conflict you’ve been a part of. I’ll bet that somewhere along the line, clear communication was compromised, and “magical thinking” crept in. “Magical thinking” happens when you take... Read More
Article -
Gen AI Security Check: 15 Key Questions for Vendors
Date Published April 01, 2024 - Last Updated April 01, 2024
If you are adding generative AI solutions to your contact center tech stacks, there is no such thing as “an overabundance of caution.” When evaluating new software solutions with Gen AI, think... Read More
Article -
Technology is Great, until It Isn’t
Date Published April 01, 2024 - Last Updated April 01, 2024
We’re in love with technology until it fails us.  New technologies like AI and CHATGPT combined with established ones like,  CRM,  IVR, WFM, CHAT, and TEXT among many others, help manage contact... Read More
Article -
Is your front-line agent representing your business as you would?
Date Published April 01, 2024 - Last Updated April 01, 2024
You train them, you coach them, but still, you wonder – Are my frontline agents representing my business as I would? And that is a big question. You can put in all... Read More
Article -
Customer-Facing AI: Is It Ready for Prime-Time?
Date Published March 19, 2024 - Last Updated March 20, 2024
It's quite clear that 2023 was the year of generative artificial intelligence and 2024 will be the year of applied generative AI, especially in customer-facing situations.  Klarna says that it's AI-powered chatbot is... Read More
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