Latest News


DataRobot and CallMiner Partner for AI-Driven Customer Experience Analysis

By: Tracey E. Schelmetic    9/6/2019

Customer interactions are a bit like icebergs: while there's a small amount of information - usually what goes into the ears of call center agents - v…

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The Next Generation of Speech Analytics

By: Special Guest    9/6/2019

In this conversation with Jim Noble, President and CEO of Noble Systems, and Nancy Jamison, Principal Analyst at Frost & Sullivan, we learn about the …

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NICE inContact Announces FedRAMP Authorization for CXone

By: Stefania Viscusi    9/6/2019

Cloud contact center software provider NICE inContact delivers a cloud customer experience platform that makes better one-on-one experiences possible …

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Using AI to Treat the Global Problem of Job Burnout

By: Laura Stotler    8/30/2019

Job burnout is on the rise and poses a significant threat to the global workforce. AI technologies are increasingly being used to aid contact center e…

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How AI is Driving Workforce Management

By: Tracey E. Schelmetic    8/28/2019

Today, artificial intelligence (AI) helps us shop, navigate our computers, operate our in-car infotainment systems and more. It's increasingly showing…

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CoreDial Launches Certification Program to Drive Contact Center Opportunity for Partners

By: Erik Linask    8/27/2019

CoreDial has launched a formal partner certification program for its private-label hosted CoreNexa Contact Center platform.

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Pairing Call Center Agents with Virtual Buddies

By: Tracey E. Schelmetic    8/22/2019

The better a call center agent is trained, coached, guided and valued, the more likely he or she is to remain engaged with the job and to stick around…

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Perfecting Customer Experience

By: Special Guest    8/19/2019

Customer Experience is all the rage, but so much of it is focused on the initial stage of the customer journey. This front-loaded approach to CX virtu…

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Why Gamification is a Game-Changer for Call Centers

By: Special Guest    8/16/2019

In this conversation with Nancy Jamison and Jim Noble, we learn a few of the things that help Noble stand out from the crowd with its gamification pla…

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Solving Customers' Biggest Headaches in the Contact Center

By: Tracey E. Schelmetic    8/15/2019

If you were to make a list of all your customers' complaints, you'd probably find that a large majority of them are the same few complaints repeatedly…

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