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Future of Work Speaker: The Problem with AI Assistants is They're Not Human Enough
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
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
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
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
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
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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NICE inContact, Zendesk Pair CCaaS & CRM
NICE inContact and Zendesk announced a partnership that pairs the Zendesk customer service and engagement suite with the NICE inContact CXone to expan…
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Superior Customer Service Needs to Be the Norm, Not the Exception
A viral holiday anecdote about excellent customer service at a Chick-fil-A drive-thru should serve as the gold standard for customer engagement, parti…
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Amazon Experienced Some Uncharacteristic Chaos This Holiday Season
While most of us expect Amazon to run like a well-oiled machine during the holiday season - at least from a customer's perspective - even the most org…
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US Real Estate Franchise Moves Contact Center to Cloud with Five9
One US real estate franchise is ensuring it's prepared for the future and making the move to the cloud with Five9. The company announced it was chosen…
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