CX Strategy
Trends and Forecasts
The latest contact center research, trends, and strategies
Contact Center Automation
How to create a call center scorecard for performance monitoring
Most contact center leaders aren’t asking for flashier automation. They’re asking for resolution.
They’ve tried bots before, IVRs that redirect, chat tools that escalate at the first sign of complexity, “AI” that still sounds like a phone tree. None of them moved the needle ...
Artificial Intelligence
How to build an AI flywheel that improves with every interaction
Most contact center leaders aren’t asking for flashier automation. They’re asking for resolution.
They’ve tried bots before, IVRs that redirect, chat tools that escalate at the first sign of complexity, “AI” that still sounds like a phone tree. None of them moved the needle ...
Artificial Intelligence
How IT leaders choose the first AI use case that actually proves value
Most contact center leaders aren’t asking for flashier automation. They’re asking for resolution.
They’ve tried bots before, IVRs that redirect, chat tools that escalate at the first sign of complexity, “AI” that still sounds like a phone tree. None of them moved the needle ...
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Artificial Intelligence
CX Strategy
AI for All: Choosing a CX Solution That Serves Every Customer
CX Strategy
Trends and Forecasts
The Phone Is Still King, and Other Takeaways From the State of CX in 2024
CX Strategy
Trends and Forecasts
5 Ways AI Helps Travel & Hospitality Brands Handle the Resurgence of Demand
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