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 ...

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 ...

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 ...

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 ...

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 ...

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.

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. How often do you call a customer service hotline and feel like the agent on the other end is ...

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 ...

Although AI concerns fuels burnout, agents in smaller contact centers view the technology more favorably than those at larger ...

Artificial intelligence has infiltrated many departments, processes, and operations in companies large and small over the past few years. But one area where it has proved to be particularly ...

PROVO, Utah & SEATTLE--(BUSINESS WIRE)--Qualtrics (Nasdaq: XM), the leader and creator of the experience management category, today announced new real-time contact center innovations to make agents ...