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Call Center and Contact Center Resources

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Beware Bolt-on AI
Date Published April 12, 2024 - Last Updated April 12, 2024
As technology marches forward, existing solutions are often caught off-guard by new developments that are outside their core competency and begin to cobble together a bunch of minimum viable products and acquisitions... Read More
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Gen AI Security Check: 15 Key Questions for Vendors
Date Published April 01, 2024 - Last Updated April 01, 2024
If you are adding generative AI solutions to your contact center tech stacks, there is no such thing as “an overabundance of caution.” When evaluating new software solutions with Gen AI, think... Read More
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Technology is Great, until It Isn’t
Date Published April 01, 2024 - Last Updated April 01, 2024
We’re in love with technology until it fails us.  New technologies like AI and CHATGPT combined with established ones like,  CRM,  IVR, WFM, CHAT, and TEXT among many others, help manage contact... Read More
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How Will Generative and Conversational AI Impact Call Centers?
Date Published March 19, 2024 - Last Updated March 22, 2024
Picture a world where generative AI, conversational AI and large language models (LLM) reinvent customer service and the agents’ role in contact centers. Now picture the opposite, where over-promised benefits and service... Read More
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AI is Critical for Languages you Can’t Offshore
Date Published March 07, 2024 - Last Updated March 07, 2024
I like to think of languages like a TCP/IP protocol for brains. They enable humans to transmit data from one place to another, via soundwaves. As much as they unite us, they... Read More
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Bringing CX and IT Leaders Together for AI Strategy Success
Date Published January 24, 2024 - Last Updated January 23, 2024
There’s a lot of focus or buzz on choosing one solution for a small amount of GenAI or conversational AI use cases right now. What we should be focused on is how... Read More
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Will Self-Service Survive in a Post-AI World?
Date Published January 08, 2024 - Last Updated January 08, 2024
Fueled by Large Language Models, AI hype has reached levels we have never seen before. While it will bring a wide range of benefits to customer service, some known and some still... Read More
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Enhancing the Agent Experience: The AI Game-Changer
Date Published December 13, 2023 - Last Updated December 12, 2023
In the intricate tapestry of customer support and experience (CX), the true artisans – our call center agents – often go unnoticed. While visionary corporations are investing big in dazzling CX, the... Read More
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Predicting Customer Needs with Generative AI
Date Published December 10, 2023 - Last Updated December 12, 2023
Call centers are the core of the business, bridging the gap between brands and their audience. But as the digital curtain rises, customer expectations are no longer content with scripted dialogues. Enter... Read More
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ChatGPT: Are There Operational Pitfalls in This New Technology?
Date Published November 28, 2023 - Last Updated November 27, 2023
As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. Information that can be updated and delivered instantaneously by an agent to a customer looks... Read More
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