Customer Experience (CX)

Why Does Customer Service Keep Getting Worse?

June 10, 2023June 12, 2023
Customer Experience (CX), Posts

How Artificial Intelligence Is Transforming CX

September 28, 2022September 28, 2022
Artificial Intelligence (AI), Customer Experience (CX), Posts, Systems & Applications

IVAs: Self-Service Solutions that Work

August 16, 2022August 16, 2022
Artificial Intelligence (AI), Customer Experience (CX), Digital Customer Service, Digital Transformation, Posts, Self-Service / IVR / IVA, Systems & Applications

The Contact Center’s AI Revolution

April 4, 2022April 4, 2022
Artificial Intelligence (AI), Customer Experience (CX), Posts, Systems & Applications

Self-Service Is the Channel of Choice—When It Works

February 1, 2022February 1, 2022
Artificial Intelligence (AI), Digital Customer Service, Digital Transformation, Posts, Self-Service / IVR / IVA, Systems & Applications

IVAs: Using AI to Serve Customers and Contact Centers

January 7, 2022January 10, 2022
Artificial Intelligence (AI), Customer Experience (CX), Digital Customer Service, Digital Transformation, Intelligent Virtual Agents, Posts, Self-Service / IVR / IVA, Systems & Applications

Contact Centers’ Road Map to Success in the New Normal

September 20, 2021September 20, 2021
Cloud Technology, COVID-19 / Pandemic, Customer Experience (CX), Digital Transformation, Disaster Recovery / Contingency Planning, Management & Operations, Posts, Self-Service / IVR / IVA, Work-From-Home

The Business Case for Making Contact Center Applications Standard Employee Productivity Tools

September 13, 2021September 13, 2021
Customer Experience (CX), Posts, Systems & Applications, Technology & Applications

Contact Centers’ Digital Transformation Has Only Begun

March 30, 2021May 2, 2021
Cloud Technology, Cloud-Based Systems and Applications, Customer Experience (CX), Intelligent Virtual Agents, Omni-Channel Contact Center, Posts, Publications, Self-Service / IVR / IVA, Work-From-Home

Top Contact Center Priorities for 2021, the Year of Recovery