Despite advances in AI and automation, contact center agents remain frustrated by high volumes of manual, repetitive tasks and poor work-life balance. Nearly one-third of agents (31%) surveyed say ...

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 ...

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 ...

Contact center agent churn has traditionally been high. “Attrition in the US right now is about 30% on average, and that’s ...

Monitoring call times, optimizing agent schedules, timely analytics, not to mention the ability to view the entire customer journey in real and historic-time, ensuring agents have the on-demand ...

Sounds like she needed to go.

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 ...

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 ...

Novice agents were stressed 31% more than tenured agents “Contact center agents, especially work-from-home reps, do not have the safety net of in-office colleagues for answers,” said Bruce Belfiore, ...

Agent assist can work, but design, delivery and how you manage knowledge make a huge difference — here’s one contact center leader’s experience.

The longstanding key to success in the contact center has been to focus on the customer experience almost exclusively. It makes sense, right? Your customers bring in the revenue; therefore, you should ...