For contact centers, gig-powered operations offer a flexible and innovative approach to managing customer service operations. It specifically addresses several key challenges that traditional ...

Thanks to artificial intelligence, the 29-year-old from Athens, Greece, is no longer writing notes or clicking on countless ...

Poor customer service is the number one reason customers switch brands, yet 38% of contact center agents don’ t feel they’ re set up for success, according to Qualtrics research. PROVO, Utah ...

The ISG Buyers Guides™ for Contact Centers are the distillation of more than a year of market and product research efforts. The research is not sponsored nor influenced by software providers and is ...

The communications provider strengthens its contact center platform with AI-driven workforce management capabilities through strategic acquisition.

Explore how prioritizing agent well-being can transform contact centers, enhancing efficiency and customer experience.

Discover how AI-powered voice analytics improves contact center performance through real-time insights, training, and ...

Observe.AI has officially launched VoiceAI agents, a solution designed to automate routine customer interactions in contact centers. VoiceAI agents are the latest addition to the company’s AI ...

“8x8 Agent Workspace provides the modernization that our agents need in a contact center solution to enhance customer experiences,” said Erin Warren, Customer Service Supervisor at ABC Home ...

New Qualtrics Quality Management Improves Contact Center Performance and Agent Retention Industry-leading text analytics uncover the agent behaviors that most impact customer satisfaction and loyalty ...

Popular video conferencing app Zoom is adding a new business offering: Zoom Contact Center for customer service. It’ll have more than 100 features at launch and will cater to the agents ...

Working as a contact center agent was never for mere mortals. I believe the job has only gotten harder, but the right KM system and vendor can address agents’ and customers’ pain points.