Call Center and Contact Center Resources

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Call Center and Contact Center Resources

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4 Ways to Talk Honestly About AI in the Contact Center
Date Published December 02, 2025 - Last Updated December 02, 2025
If you’re not hyperventilating about AI yet, you’re just not getting it. AI is a magical solution that can handle 100% of customer interactions flawlessly. AI will cut costs, reduce headcount, enable... Read More
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Why Your Next Customer May not be Human
Date Published November 17, 2025 - Last Updated November 17, 2025
CX leaders have spent years optimizing journeys for human behavior. Why shouldn't they? Customers are human, right? Not for long. A growing share of your customers will soon be AI agents acting... Read More
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4 Agentic AI Mythbusters
Date Published September 15, 2025 - Last Updated September 15, 2025
With the technology not even a year old, most organizations are still experimenting with Agentic AI pilots or even just “AI-curious.” Yet, a small group of early adopters are already running Agentic... Read More
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Lost in Translation: What Accent Tech Reveals About Bias, Clarity and Connection
Date Published August 13, 2025 - Last Updated August 13, 2025
In a Slack conversation among CX professionals, Luke Jamieson raised a simple question as part of a CX question of the week on the CX Accelerator: What are the real implications of... Read More
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Engineering the Future of Contact Center Transcription in Real-time
Date Published July 30, 2025 - Last Updated July 30, 2025
When we launched ElevateAI in 2023, our mission was clear: get transcription right for the contact center. Not just accurate – but actionable. Not just fast – but domain-tuned, latency-aware, and enterprise-ready.... Read More
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Real-World AI for Contact Centers: Meet ElevateAI
Date Published July 16, 2025 - Last Updated July 16, 2025
Artificial intelligence (AI) in the enterprise isn't just about big ideas – it's about building the right tools for the right problems. That’s exactly how ElevateAI came to life. Established as an... Read More
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How AI Is Reshaping the Role of Contact Center Agents
Date Published April 01, 2025 - Last Updated April 01, 2025
The conversation around AI’s role in contact centers is everywhere – from LinkedIn to boardrooms. While some speculate about full automation, the reality is more nuanced. We often hear the question: Is... Read More
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What Does Life After Tier 1 Look Like?
Date Published March 31, 2025 - Last Updated March 31, 2025
We’re all on a one-way journey to a place where automation, integrations and Agentic AI have eliminated nearly all Tier 1 requests. Now, Tier 2 human agents can handle the remaining few... Read More
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Why Manual Scaling is Too Expensive — And a Waste of Time
Date Published February 11, 2025 - Last Updated February 14, 2025
The average agent salary in the U.S. last year was $42,760. Meanwhile, contact centers dedicate between 50 to 70% of agents to Tier 1 support even though AI agents can handle 90%... Read More
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5 Tips for Using Gen AI as a Customer Service Reading Tool
Date Published February 05, 2025 - Last Updated February 05, 2025
As a lifelong writing teacher, I’m overwhelmed (traumatized?) by our industry’s gen AI frenzy. Yes, our agents will be faster if they use gen AI tools to reply to customers’ emails, chats,... Read More
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