Articles
Starting any new venture can be an intimidating undertaking, and the decision to open a contact center is no different.
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What is a call center, how does it differ from a contact center and what do day-to-day operations look like?
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Let's examine what Knowledge-Centered Service is (and is not) and why it matters to deliver a service level that can drive customer retention.
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Qualtrics and SAP have partnered to help contact centers enhance customer experience.
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TCN has debuted a data tool for its contact center platform.
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Delivering exceptional support continues to be the outlier as opposed to the norm.
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Observe.AI nets $125 million to boost contact center software offerings.
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With the Google Cloud Contact Center AI Platform, Google now provides an out-of-the-box contact center solution.
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Pegasystems has released two new products its says offer conversational AI capabilities during live interactions in real time, supporting agent experience.
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Average handle time (AHT) is a key metric that can help contact centers streamline their operations and improve customer satisfaction.
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Call center agents suffer stress from workforce challenges, like rising customer expectations, growing call volume and a shaky work-life balance.
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Advances in call center hardware and software technology have enabled support teams to cut down many common call center issues.
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CDPs can provide customer service reps a complete view of their customers, allowing the business to improve retention rates, reduce churn, and improve loyalty.
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The US federal government has updated its CX framework. The question now is: Can CX professionals learn from it?
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