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Spok Boosts Clinical Workflows with New Name & Cloud Platform Upgrades

By: Stefania Viscusi    2/21/2020

Spok, a healthcare communications provider based in Springfield, VA, is focused on improving care collaboration for clinical teams as they depend more…

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Hotels Tap Total Connect Now to Deliver Great Experiences and Improve Operational Efficiency

By: Arti Loftus    2/21/2020

With more competition from challengers like Airbnb and VRBO, and rising expectations from consumers, especially Millennials who live digitally and con…

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Prepare for Oceans of Data and the New Wave of CX and Contact Center Intelligence

By: Juhi Fadia    2/21/2020

Every mega trend in the CX industry today generates data, whether it is personalization (delivering the preferred experience to every individual custo…

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Future of Work Speaker: The Problem with AI Assistants is They're Not Human Enough

By: Erik Linask    2/12/2020

Allison SMith talks AI and IVR and what's keeping the technology from massive uptake.

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ITEXPO Speaker Thrio: Customers Comparing CX Across Markets, Changing the Competitive Dynamic

By: Erik Linask    2/11/2020

Customers will be more likely to walk away from companies they do business with more quickly than in the past. My reasoning is consumers don't compare…

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Tips for Fostering an Inclusive, Engaging Call Center Culture

By: Laura Stotler    1/24/2020

Call center agents must be engaged and motivated on the job to successfully engage customers. Call center managers can boost engagement by fostering a…

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Filling the Gaps in Customer Satisfaction Reality in the Contact Center

By: Tracey E. Schelmetic    1/22/2020

There's a huge disconnect in contact centers today. While most of them - better than 90 percent - claim that customer service quality is their number …

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Five Trends Shaping the Future of Customer Support

By: Special Guest    1/20/2020

Few industries are evolving at a faster pace than customer service and support. With an influx of new technologies, contact centers have a wealth of d…

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ORGANO Gets Customer Experiences in Shape with Talkdesk

By: Stefania Viscusi    1/15/2020

In regard to delivering quality customer care, nothing is more important than consistent quality and always-on communications. When ORGANO - a growing…

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Aculab Helps IPI Reduce Call Center Identity Verification Time from 38 to 5 Seconds

By: Rich Tehrani    1/15/2020

IPI has partnered with Aculab to deliver an enhanced and more secure customer experience through a voice identity and verification system.

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