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Call Center Resources & Insight

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Webcast
Going with the Flow: Using Data and Analytics to Improve Customer Conversations, Increase Revenue, and Reduce Churn
By: Clarabridge  |  Published: March 31, 2021
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Article
What War Games Taught Me About AI and Chatbots
By: Bob Furniss  |  Published: March 01, 2021
The pandemic has pushed many of us to up our TV-watching game, and for me that means revisiting old movies. Recently, my channel-surfing led me to War Games, a 1983 classic starring... Read More
Article
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
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