Most Recent

Most Recent

Ensuring Quality in Anxious Times

Artificial Intelligence

Ensuring Quality in Anxious Times

by: Brendan Read

Is it time, in these times, to move away from manual processes?

Get an insider's view on the trends shaping the contact center industry - delivered right to your inbox.
By submitting your email, you agree to our Terms and Privacy Policy.

Using Decision Intelligence to Make Better, More Informed Decisions

Artificial Intelligence
Using Decision Intelligence to Make Better, More Informed Decisions
by: Ryan Hollenbeck
Enhancing human decision-making through data-driven insights.

Integrating AI Into Your Contact Center

Artificial Intelligence
Integrating AI Into Your Contact Center
by: Matthew Marion
Solid IT foundation needed to reap benefits.

How to Properly Serve Your Customers

Vision - Mission - Values
How to Properly Serve Your Customers
by: Laura Sikorski
Getting back to basics through your contact center.

Solving the CX Calculation Discrepancy - Part 2

Customer Experience
Solving the CX Calculation Discrepancy - Part 2
by: Rick McGlinchey
How to improve your reporting and results.

How to Clearly Hear Your Customers and Agents

Operations
How to Clearly Hear Your Customers and Agents
by: Mary Weiss
Does your survey process need tuning?

How to Transcend Customer Expectations

Engagement
How to Transcend Customer Expectations
by: Jim Davies
Customer service needs to align with brand values.

How to Lower Friction And Turnover

Artificial Intelligence
How to Lower Friction And Turnover
by: Rama Sreenivasan
Four digital tools to smooth out the agent experience.

Improving the Agent Experience

Artificial Intelligence
Improving the Agent Experience
by: Jeff Johnson
Here are several troubleshooting methods and tools.

When Technology is Both Panacea and Pitfall

Artificial Intelligence
When Technology is Both Panacea and Pitfall
by: Chuck Schaeffer
Here’s how contact centers can sort out these tools.

“WhatsApp”-ening With Surveys?

Artificial Intelligence
“WhatsApp”-ening With Surveys?
by: Sumit Saxena
How messaging apps can solve common issues.

Dissatisfied Customers, Unsatisfactory Responses?

Customer Experience
Dissatisfied Customers, Unsatisfactory Responses?
by: Brendan Read
How best to pay attention to customers.

Elevate Your Contact Center to an Operational Powerhouse…

Customer Experience
Elevate Your Contact Center to an Operational Powerhouse…
by: Kathleen Peterson
A powerhouse of scalability, capability, and profitability!

Best Use Cases for AI in Contact Centers

White Papers
Best Use Cases for AI in Contact Centers
by: Sponsored by Cognigy
A sponsored article by Cognigy.

From Efficiency To CX

People
From Efficiency To CX
by: Dina J. Vance
Why and how data-driven contact center metrics have changed.

The Impacts of Data Decay

Customer Experience
The Impacts of Data Decay
by: JoAnn Fitzpatrick
And why contact centers need to adapt.

The Secret Sauce for Contact Center Success

Artificial Intelligence
The Secret Sauce for Contact Center Success
by: Christian Saffici
How unifying customer data bakes in excellent CXs.

Solving the CX Calculation Discrepancy - Part 1

Customer Experience
Solving the CX Calculation Discrepancy - Part 1
by: Rick McGlinchey
How to improve your reporting and results.

Building Ethical AI Practices

Artificial Intelligence
Building Ethical AI Practices
by: Rebecca Jones
A guide to Responsible AI for contact centers.

Revolutionizing the Service and Support Experience

Artificial Intelligence
Revolutionizing the Service and Support Experience
by: Angel Vossough
How AI is making a difference.

Adapting to Evolving Customer Expectations

Artificial Intelligence
Adapting to Evolving Customer Expectations
by: Carlos Aragon
How this strategy can be successful.

Most Read

Artificial Intelligence

Ensuring Quality in Anxious Times

Ensuring Quality in Anxious Times

Artificial Intelligence

Using Decision Intelligence to Make Better, More Informed Decisions

Using Decision Intelligence to Make Better, More Informed Decisions

Artificial Intelligence

Integrating AI Into Your Contact Center

Integrating AI Into Your Contact Center

Workplace Environment

Gracious Gratitude

Gracious Gratitude

Artificial Intelligence

“WhatsApp”-ening With Surveys?

“WhatsApp”-ening With Surveys?