Monitoring call times, optimizing agent schedules, timely analytics, not to mention the ability to view the entire customer journey in real and historic-time, ensuring agents have the on-demand ...

Trevor Clark is the Founder and CEO of ShyftOff, a flexible, on-demand outsource solution for contact centers and customer support teams. The contact center industry has undergone significant ...

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers Automated ...

The customer contact center stands at the nexus of AI innovation. The potential economic benefits of this shift are undeniable. However, as we stand on the cusp of this technological revolution, a ...

Empower your frontline team by mastering the top 5 essential skills and learn how strategic leadership uses Call Center QA to ...

DÜSSELDORF, Germany & SAN FRANCISCO--(BUSINESS WIRE)--With a commitment to drive customer service excellence, Conversational AI leader Cognigy announced today the launch of AI Copilot. The new ...

Agentic AI is all the rage these days, with organizations exploring how AI can be infused into daily operations. The meaningful excitement lies in the application of agentic AI within a specific ...

New AI-powered innovations in Webex Contact Center are focused on promoting agent efficiency and well-being, resulting in reduced turnover, exceptional customer experiences and real business outcomes.

The role AI plays in enabling self-service and helping agents dig up relevant information are well documented, but companies are investing in other AI use cases as well, the CCW survey found. One ...

PROVO, Utah & SEATTLE--(BUSINESS WIRE)--Qualtrics (Nasdaq: XM), the leader and creator of the experience management (XM) category, today announced Qualtrics Quality Management (Qualtrics QM), a new AI ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Contact centers substantially impact the customer experience, but ...