Artificial intelligence (AI) is transforming the way businesses operate across various industries, but the question remains: What jobs will AI replace? Where will AI provide new opportunities and...
Contact Center
Equipping Your Support for Seamless Customer Service Journeys
Customers have more ways to communicate with your organization than ever before, which presents a challenge for designing a seamless customer service journey. Multiple touchpoints, disconnected...
Unlocking Next-Level Customer Service with Gen AI Technology
Your customers already want AI Customer Service. Artificial intelligence (AI) and Generative AI (GenAI) have created a new era of automating the most vital aspects of customer service. The leaders...
High Call Volume in Busy Season? Turn to Knowledge Management
Ecommerce sales around the globe are expected to account for over a fifth of all retail sales by the end of 2022—which means support teams must handle a huge volume of calls in Q4 and Q1. No matter...
5 Unique Ideas to Improve Customer Service in Your Call Center
Like it or not, your customer’s experience is everything. If your call center offers substandard customer service, service quality issues can significantly impact your company's revenue if left...
Building an Agent Improvement Plan? 5 Tips for Contact Centers
You need to see improvement, but why spend time recruiting and training new agents if you don’t have to? Most contact centers planned for growth this year, but hiring great talent has been...
11 Revealing Contact Center Statistics in 2022
Leaders across all departments—including the contact center—are now dealing with hiring challenges AND problems with legacy technology just a few years removed from the 2020 pandemic. More contact...
Shelf Recognized as “Easiest Setup” in Contact Center Knowledge Tech by G2
If you’ve purchased new tech, especially from a legacy vendor, then you’ve probably been through this before—months of delays, and the go-live date you were planning on is out of reach. You think...
2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents
This article was originally published in Contact Center Pipeline, the magazine for contact center professionals. Already experiencing pandemic change, contact centers can expect even more in 2021,...
Contact Center Statistics You Need to Succeed in 2021
Customer service orgs are under pressure. High volumes, distributed teams, yet same expectations for efficiency. As a natural response, digital transformations are accelerating across the industry,...
5 Innovative Customer Service Ideas for Managers
Still getting used to leading a modern customer service team, a largely distributed workforce, adjusting to the ‘new normal’? Chances are your customer service team is too; most agents can’t just...
Top Eleven CX Contact Center Influencers You Need to Follow
2020 is certainly one of the most fast-paced and challenging times for businesses and contact centers. In fact, things are changing so fast that failing to keep up or simply following a...