Call Center Resources & Insight

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How AI Can Enhance Contact Center Customer Care

By: Scott Young | Published: February 22, 2021

If you are unsure about the impact of AI in the contact center landscape, just take into consideration that by as early as next year, AI-enabled conversational agents are expected to handle... Read More

Article

The Demise of the Contact Center Has Been Greatly Exaggerated

By: Matt McConnell | Published: February 08, 2021

Every few years, a new customer service channel arrives on the scene with claims that an emerging technology will be the main service channel and the future of customer service. We've heard... Read More

Article

The Future of Customer Care is Voice Activated

By: Jeff Penner | Published: January 25, 2021

While there can be no one-size-fits-all solution to communication problems, there is a way for your organization to make communication faster and more efficient through the implementation of intelligently designed voice technology.... Read More

Article

How to Develop A Successful Customer Service Bot Strategy - Part 2

By: Julie Mohr | Published: January 11, 2021

This article first appeared on HDI In the first part of this guide on how to implement customer service bots within an omnichannel experience, we discussed how to set parameters for what... Read More

Article

How to Develop A Successful Customer Service Bot Strategy - Part 1

By: Julie Mohr | Published: January 11, 2021

This article first appeared on HDI. I recently learned a great deal about chatbots and the effort it takes to create a “conversation-like” interface that can successfully support customers. An adoption strategy... Read More

Article

AI, Racism, and Bias: The Impact on Employees and CX

By: Conrad Liburd | Published: December 07, 2020

This article first appeared in no jitter. Artificial Intelligence (AI) is no longer just a buzz word being discussed in theory – we’ve reached a point where AI is delivering real, measurable... Read More

Article

How Technology Tools Can Help a Contact Center Team Avoid Burnout

By: Seb Reeve | Published: October 07, 2020

It’s no secret that customer support employees have demanding and often stressful jobs. This was true before our current crisis, but the heightened expectations surrounding these roles has exacerbated agent burnout. Burnout... Read More

Whitepaper

Trend Report: Cloud-Based, Unified Tools: Better Experiences for Agents and Customers

By: Salesforce | Published: October 02, 2020

Article

How Voice Analytics Can Improve Customer Service

By: Chris Robinson | Published: September 01, 2020

According to Technavio, a research firm, the global voice and speech analytics market is poised to grow by $2.17 billion during 2019-2023, progressing at a compound annual growth rate of almost 18%... Read More

Article

How to Integrate New AI Into Your Contact Center Now

By: Josh Streets | Published: August 24, 2020

For many contact centers, COVID-19 was a harsh wake-up call that left leadership and teams scrambling to find solutions amidst volume spikes, reduced hours of operation, and staffing gaps. For customers trying... Read More

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