Stay current on the strategies, technologies, and practices shaping contact center operations across global markets, optimizing performance and efficiency. Find insights on workforce management, agent performance, omnichannel support, training, routing, and the people and technology behind effective customer service delivery.
In an AI-enabled contact center, a single customer interaction involves layers. How well those layers work together decides whether the technology is making the operation faster or quietly driving up the cost per contact. When these AI-driven layers are well…
Why scaling empathy is not the same thing as automating it. A recent study published in the Journal of Business Research tested how customers reacted when their service recovery was handled by voice AI instead of a human agent. Customers…
The gap between customer expectations and operational reality continues to widen. Three out of five consumers say customer experience has declined recently. At the same time, contact center employees face growing frustration, inefficiency, and disengagement. The gap between customer expectations…