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Customer service leaders are facing an uncomfortable truth: the AI solutions they implemented two years ago are already obsolete. While early adopters celebrated + Read More

There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the + Read More

As customer service operations continue to digitalize, CCaaS providers are quickly recognizing that a telephone-only offering is restricting customer base and growth. As + Read More

The importance of customer service cannot be understated. It is the third highest reason why consumers switch brands, only sitting behind better deals + Read More

In the past few years, massive social changes have upset the business community. These changes have occurred across industries and have accelerated the + Read More

My phone rings. It’s a mobile number, and I’m expecting a call.  I pick up the phone. An automated voice responds:  “We are calling + Read More

Picture this: A screen with four applications open, arranged in windowed tiles so you can still access the other five other applications hidden + Read More

If you’ve ever asked somebody to describe their customer support experience with a company’s call center, there’s a good chance they started their + Read More

AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of Science Fiction and Kubrick’s groundbreaking + Read More

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center + Read More