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 ...

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 ...

Krisp now improves comprehension on both sides of the call, reducing repetition and cognitive load, while accelerating resolution.

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 ...

Like other contact center vendors, Talkdesk is incorporating artificial intelligence (AI) into its contact center as a service (CCaaS) offerings. Although 84% of contact center organizations expect ...

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 ...

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 ...

eGain has introduced the eGain AI Agent for Contact Center, a new solution designed to enhance agent performance and customer satisfaction in contact centers. By providing agents with AI-driven, ...

Salesforce launches Agentforce Contact Center to unify voice, AI, and CRM data on a single platform, aiming to eliminate fragmented customer support systems.

The proposed rule would require affected companies to disclose a customer service agent’s location and limit call volume from overseas contact centers, among other changes.

In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...