Artificial intelligence (AI) has become an essential tool in the contact center to enhance customer service and agent support. Let’s take a look at AI in the contact center. Generative AI, digital ...
Contact Center AI Tools Are Only as Accurate as the Knowledge Behind Them Austin, United States - May 1, 2026 / Upland ...
The Content Layer That Makes AI Tools Safe and Useful in Service Operations Austin, United States - May 1, 2026 / ...
In a recent survey, we learned how agents feel about the evolving contact center and how they can best serve customers. "Customer experience" was a big buzz phrase in 2015, and will likely continue to ...
Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...
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 ...
FORT LAUDERDALE, Fla., Oct. 23, 2024 /PRNewswire/ -- Today at WebexOne, Cisco (NASDAQ: CSCO) unveiled new AI-powered innovations, including the Webex AI Agent, AI Agent Studio and Cisco AI Assistant ...
The role AI plays in enabling self-service and helping agents dig up relevant information are well documented, but companies are investing in other AI use cases as well, the CCW survey found. One ...
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Simply Contact Launches AI Call Simulation Onboarding Program for Multilingual Contact Center Agents
Simply Contact, a multilingual customer support provider managing more than 10 million customer interactions annually, ...
Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...
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 ...
The generative AI boom has every industry dreaming big about how the technology can be applied to increase efficiency. But arguably, none is as interesting as the contact center industry, a sector ...
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