In contact center AI, the recommendation an agent sees is not the most important asset. The key asset is the record of what agents accept, ignore, or change and whether anyone acts on it after go-live ...

Omnichannel proliferation needs more than your average agent. Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now than ...

With AI dominating headlines, it’s easy for any business decision-maker to get wrapped up in how to fast-track their teams and innovations with the emerging tech. This rings true for the contact ...

The potential for AI to transform the contact center has long been evident. And, with each evolutionary milestone, the AI effect is becoming more real. Automation across the customer service spectrum ...

Despite advances in AI and automation, contact center agents remain frustrated by high volumes of manual, repetitive tasks and poor work-life balance. Nearly one-third of agents (31%) surveyed say ...

Yishay Carmiel is the founder & CEO of Meaning and a global AI expert known for building disruptive, revenue-generating products & services. Artificial intelligence (AI) has touched us all, from our ...

Gone are the days when it is acceptable to have greater than 40% turnover rates among contact center agents. Leading organizations are revamping the contact center agent experience to improve business ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

"AI copilot" is a rapidly emerging SaaS category, promising to increase productivity across role types and industries by taking on routine tasks. But how does AI copilot improve contact center agent ...

TCN, a leading global provider of AI-powered cloud contact center software and solutions, today announced the acquisition of Abstrakt, a real-time agent assist and automated quality assurance (QA) ...

ATLANTA--(BUSINESS WIRE)--Intradiem, the leading provider of contact center automation solutions for customer service teams, today announced the results of a comprehensive research study conducted in ...

Contact centers are notorious for high turnover rates: Contact center analyst Steve Morrell pegged overall US large call center turnover rates at 41%. Related:When should contact center AI make the ...