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
Contact Center Automation
Contact Center Automation: Why Voice is King for CX
Contact Center Automation
Call Center Turnover: How to Eliminate Employee Attrition Costs
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Contact Center Automation
The Future of Contact Centers Starts with Elastic Customer Service
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