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The Best AI Solution for CX Always Keeps Humans in the Loop Written by: Fergal O’Donnell, Vice President of Technology Download the White Paper Artificial Intelligence (AI) has been around for a very long time. Most of the recent attention…
The Vital Link Between Employee Satisfaction and Customer Service Excellence Last year, the Wharton School of Business professor Peter Cappelli published a book titled ‘Our Least Important Asset.’ Cappelli argued that even though we endlessly hear CEOs say that ‘our team is…
What Are the Best Strategies to Prevent Contact Center Security Breaches? A recent episode of the CX Files podcast covered some of the changes to the customer service environment since the COVID-19 pandemic of 2020. One of the most important topics…