Omnichannel proliferation needs more than your average agent. Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now than ...

The customer contact center stands at the nexus of AI innovation. The potential economic benefits of this shift are undeniable. However, as we stand on the cusp of this technological revolution, a ...

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 ...

ChatGPT is a natural language processing (NLP) model based on OpenAI’s generative pre-trained transformer (GPT). This AI model generates human-like responses and text for almost any question or ...

Brian Tuite is cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. I have written extensively on the power of simulation ...

Artificial intelligence (AI) is making waves in many areas of business, but one of the most significant is in customer service. Agent assist, virtual agents, and sophisticated analytics are catalysts ...

This partnership with Bright Pattern allows us to significantly elevate the value we deliver to our clients.”— Ahmed ...

New AI-powered innovations in Webex Contact Center are focused on promoting agent efficiency and well-being, resulting in reduced turnover, exceptional customer experiences and real business outcomes.

Gartner says using AI to fix customer gripes could cost more than using humans by 2030 ai-pocalypse AI will not replace the people in the call center, but it will rejigger the software stack to make ...

ATLANTA--(BUSINESS WIRE)--Intradiem, the leading provider of contact center automation solutions for customer service teams, today announced the results of a comprehensive research study conducted in ...

Contact center work is stressful in all industries. In the insurance industry, it can be downright exhausting. Instead of taking calls about return policies or clearance sales, contact center agents ...

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 ...