Articles
Resources
Bring Innovation to Your Company
Empathy-Driven AI: Blending Human Strengths with Technology for Better CX
Artificial intelligence (AI) in contact centres often drowns in hype—visions of fully automated systems sidelining human agents
Data-Driven Empathy: Using Analytics to Understand Non-Native Speakers
Contact centres handle a diverse customer base, including many for whom English isn’t their first language
Cross-Industry Lessons for AI-Powered Contact Centres
Contact centres stand at a crossroads—AI promises transformation, but how do they harness it effectively? Looking beyond their own walls offers answers
The Evolution of Contact Centre Technology: Preparing for 2025 and Beyond
Contact centres in 2025 stand at a pivotal juncture, where technological advancements promise to redefine operations
Streamlining Contact Centre Operations: Eliminating Inefficiencies in 2025
As 2025 approaches, operational inefficiencies continue to plague contact centres, undermining performance and resource utilization
Building a Strategic Vision for Contact Centres: Reporting and Planning for the Future
In 2025, contact centres must transcend their operational roots, establishing a strategic vision that aligns with organizational goals and communicates value to leadership
When Technology Is Both Panacea And Pitfall
We recently conducted our Customer Service Excellence research program in which we wanted to identify the most essential customer support applications
Integrating AI Into Your Contact Centre
As businesses in a wide range of industries are discovering, the powerful and versatile artificial intelligence (AI) capabilities embedded within the latest generation
Elevate Your Contact Centre To An Operational Powerhouse
The term “powerhouse” can mean a person, team, or organization that has a lot of energy, strength, or skill. In the world of business, a Contact Centre has the potential to be a true “powerhouse.”
