With AI dominating headlines, it’s easy for any business decision-maker to get wrapped up in how to fast-track their teams and innovations with the emerging tech. This rings true for the contact ...

Omnichannel proliferation needs more than your average agent. Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now than ...

Monitoring call times, optimizing agent schedules, timely analytics, not to mention the ability to view the entire customer journey in real and historic-time, ensuring agents have the on-demand ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

They may not call it UC, and none of the likely suspects may be involved (Avaya, Nortel, Cisco, Siemens, Microsoft, etc.), but Convergys has one heck of a lot of agents using instant messaging and ...

Contact center work is stressful in all industries. In the insurance industry, it can be downright exhausting. Instead of taking calls about return policies or clearance sales, contact center agents ...

Novice agents were stressed 31% more than tenured agents “Contact center agents, especially work-from-home reps, do not have the safety net of in-office colleagues for answers,” said Bruce Belfiore, ...

Brian Tuite is cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. I have written extensively on the power of simulation ...

ATLANTA--(BUSINESS WIRE)--Intradiem, the leading provider of contact center automation solutions for customer service teams, today announced the results of a comprehensive research study conducted in ...

ChatGPT is a natural language processing (NLP) model based on OpenAI’s generative pre-trained transformer (GPT). This AI model generates human-like responses and text for almost any question or ...

RPA Contact Center: What Grindy Tasks Can it Get Rid Of? Your email has been sent Discover how robotic process automation (RPA) can transform your contact center by automating repetitive tasks that ...