Improving human-to-human conversation intelligence between contact center agents and customers will improve customer exp...
IVR technology has evolved over the last four decades into today's AI Voice Assistance or Enhanced IVR Design, hopefully...
CcaaS (contact center as a service), combined with GenAI (generative AI), should be developed in lockstep with a higher ...
Relationship intelligence applies to both human-to-human interactions and AI tools for relationship machine learning, to...
As AI replaces call center agents at all customer experience touchpoints, AI frees up CX workforce for customer loyalty ...
Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers a...
Employee motivation and incentives for improving contact center customer experience: intrinsic and extrinsic motivation,...
Human centered, holistic customer experience design improves a government contact center's operations as well as stakeho...
