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Customers Believe Companies Are Making Them Work Too Hard
According to the inaugural J.D. Power U.S. Cross-Industry Customer Service Experience Study, the average consumer is spending 18.10 minutes every time…
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Bandwidth, Google and Cognigy Shake Up Contact Center AI
Bandwidth announced a partnership with Google and Cognigy to launch AIBridge, which enables enterprises to easily deploy voice-based artificial intell…
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AI Won't Replace Human Agents, But Agents Need to Adapt to Working with AI
A recent analysis released by workforce management company Calabrio highlighted the essential role of hybrid and remote contact center agents, the exp…
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Traditional Call Quality Assurance Programs are Ineffective at Improving CSAT
Research conducted by SQM Group found that only 19 percent of call center managers strongly agree that their call center's quality assurance program h…
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More Enterprises Turn to CCaaS to Deliver Better Customer Interactions
Many enterprises are turning to automation and the cloud to address a growing number of customer interactions efficiently and with the agility to adap…
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The benefits of Salesforce phone system integration
Salesforce, the global leader in CRM solutions, provides various software options to assist companies in effectively managing their customer relations…
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Now Available from Zoom: Workforce Engagement Management Suite for Contact Centers
Now available for Zoom Contact Center customers, Zoom's new Workforce Engagement Management suite (including its Workforce Management and Quality Mana…
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The Great Generational Shopping Divide: Feedback and Patterns of Boomers, Gen X, Millennials, and Gen Z
A new report titled "The Great Generational Shopping Divide" studied plenty of distinct differences between generations' expectations and preferences.
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Modern Keystones of CX Success: New Report Reviews Competitive Growth Differentiators and Trends
The customer experience (CX) yardstick is changing and companies need a bevy of comprehensive and modernized CX capabilities (e.g. AI, analytics tools…
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Cross-Channel Customer Experiences Surge through Vonage's 'Conversations for Salesforce'
Vonage launched Vonage "Conversations for Salesforce," a configurable omnichannel messaging app powered by the Vonage Communications Platform.
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