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 ...

In a recent survey, we learned how agents feel about the evolving contact center and how they can best serve customers. "Customer experience" was a big buzz phrase in 2015, and will likely continue to ...

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 ...

Salesforce Agentforce Contact Center unifies CRM, AI and workflows — but is the complexity worth it? A deep dive with analyst ...

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 ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

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 ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

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 ...