Blogs by Veronica French

Protect Your Contact Center From Rising Unpredictability Using Automation Scaling contact centers with human resources…

“What is customer experience? It’s the sum of all interactions a customer has with the…

Enterprises are adding more natural language projects and terms each day. This creates more pressure…

Talkdesk’s CX Digital Showdown brought together six leading customer experience solutions from their partner ecosystem…

The last year has been a rollercoaster for customer service leaders, and the ride’s not…

Val Kugathasan, Director of Digital Transformation and Payment Operations at ADP, has spent years evangelizing…

With the use of AI becoming more common, it’s also getting more difficult to pick…

As the frontline for handling customer issues, customer service departments still rely on the phone…

The success of contact centers has always relied on carefully balancing customer service capacity with…

Although AI stirs up grand visions of the future, it’s also gotten a bad name….

Whether you believe machines will take over the world or not, many people are wondering…

Retail companies need to remain agile so they can meet the ever-changing expectations of customers….

Travelers “want to be engaged, heard, empowered and delighted by hotels.” They want and demand…

Contact centers are seen as a cost center and a source of frustration for both…

Just because we can’t meet up in person, doesn’t mean we can’t have fun anymore!…

  At Replicant, we believe in taking a fresh approach to connecting with our prospects…

The world of February 2020, before COVID-19 became a global pandemic, no longer exists. No…

If you’re beginning to explore artificial intelligence (AI) for your customer service strategy or simply…

Patience is a virtue, or at least so we’re told. Virtue or not, patience is…