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Contact CenterHow to Meet Customer Demand, Flatten Call Spikes, and Lower Contact Center Costs With Automation
Protect Your Contact Center From Rising Unpredictability Using Automation Scaling contact centers with human resources…
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What CX Leaders Are Prioritizing to Improve the Customer Experience
“What is customer experience? It’s the sum of all interactions a customer has with the…
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Conversational AIBuilding Blocks Every Enterprise Needs for a Natural Language Automation Strategy
Enterprises are adding more natural language projects and terms each day. This creates more pressure…
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ReplicantReplicant Wins $10,000 for BUILD in Talkdesk CX Digital Showdown
Talkdesk’s CX Digital Showdown brought together six leading customer experience solutions from their partner ecosystem…
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Customer ServiceCustomer Service Leaders Share Learnings From COVID-19 and Challenges Ahead
The last year has been a rollercoaster for customer service leaders, and the ride’s not…
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Digital TransformationADP’s Director of Digital Transformation and Payment Ops on Getting Buy-In and Adoption
Val Kugathasan, Director of Digital Transformation and Payment Operations at ADP, has spent years evangelizing…
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ReplicantReplicant Named a Forbes Top 50 AI Firms to Watch in 2021
With the use of AI becoming more common, it’s also getting more difficult to pick…
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Contact CenterCall Center Outsourcing: Pros and Cons of Using a BPO for Your Call Center
As the frontline for handling customer issues, customer service departments still rely on the phone…
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Contact CenterElastic Customer Service: The Key to Efficiently Scaling Contact Center Capacity With Demand
The success of contact centers has always relied on carefully balancing customer service capacity with…
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Digital TransformationFour Tips for Successfully Implementing AI and Automation at the Enterprise Level
Although AI stirs up grand visions of the future, it’s also gotten a bad name….
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Trends and ForecastsShared Autonomy, Materially Soft Robots, and Specialized Infrastructure: What the Future of Human and Machine Interactions Looks Like
Whether you believe machines will take over the world or not, many people are wondering…
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Voice AIHow Voice AI is Transforming Customer Service for Retail Companies
Retail companies need to remain agile so they can meet the ever-changing expectations of customers….
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Voice AIHow Voice AI is Transforming the Customer Experience for Hospitality
Travelers “want to be engaged, heard, empowered and delighted by hotels.” They want and demand…
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Contact Center, Voice AIThe Future of Contact Centers Lies in AI and Agent Collaboration
Contact centers are seen as a cost center and a source of frustration for both…
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Contact Center, Trends and Forecasts4 Contact Center Forecasts for 2021
Just because we can’t meet up in person, doesn’t mean we can’t have fun anymore!…
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Customer Service, Trends and Forecasts5 “Top of Minds” for Customer Service Leaders in 2021
At Replicant, we believe in taking a fresh approach to connecting with our prospects…
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Contact CenterWhat’s the “Next Normal” for the Call Center?
The world of February 2020, before COVID-19 became a global pandemic, no longer exists. No…
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Artificial Intelligence, Customer ServiceYour Fast and Easy Guide to Customer Service AI Terms
If you’re beginning to explore artificial intelligence (AI) for your customer service strategy or simply…
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Customer ServicePatience Factors and Customer Service
Patience is a virtue, or at least so we’re told. Virtue or not, patience is…
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