Expert Advice

Brad Cleveland

Customer Arrival Patterns and How to Staff for Them

You can staff for both peak and random traffic if you know the difference and how to manage them.

Jennifer MacIntosh, John Quaglietta

Implement the Intelligent Front Door to Transform Customer Engagement

IFD is not just a technological upgrade; it's a strategic move toward holistic, data-driven customer engagement.

Max Ball

Turning the Worst Contact Center Metric into Something Sublime

What if self-service completion rates were suddenly cool.

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Vendor Views

Anand Subramaniam

The Silver Tsunami and the Services Sector

Strike gold in the services sector's silver tsunami with AI-enabled knowledge retention

Ankit Talwar

Beyond the Chatbot: How Humans and Agentic AI Close the Loop Between Service and Logistics

The companies that win will pair human intelligence with AI systems that can act, not just talk.

Jennifer Lee

How to Prevent Burnout in Your Customer Service Teams

When leaders model calm, empathy, and adaptability, their teams mirror it. When they react with panic, their teams inherit that stress.

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News Briefs

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The Most Valuable AI Use Cases for Customer Service and Support

December 16, 2025

Four areas emerge as priorities for AI investment, Gartner finds. (Featured on DestinationCRM.com.)

NexTalk Integrates with Amazon Connect, Genesys, NiCE, and SharpenCX

Users of cloud contact center software from NiCE, Genesys, Amazon Connect, and SharpenCX can now add accessibility technology from NexTalk.

Dec 12, 2025

White-Glove-for-All Is the Future of Customer Care

Providing a premium, highly personalized level of care to every customer is the new norm. (Featured on DestinationCRM.com.)

Dec 10, 2025

Serving Customers Well Requires Agents to Be Well

Solutions now exist for monitoring agent mental and physical health. (Featured on DestinationCRM.com.)

Dec 03, 2025

Self-Service and Live Chat to Be Top Service Tech by 2027

Phone and email will sharply decline in value in favor of digital channels, Gartner finds. (Featured on DestinationCRM.com.)

Nov 18, 2025

Cloud5 Sees Unprecedented Contact Center Employee Tenure

In an industry plagued by high turnover, Cloud5 celebrates eight employees with 25 years of service. (Featured on DestinationCRM.com.

Oct 21, 2025

Trusted Knowledge Is Key to AI Success, eGain CEO Asserts at Solve 25

New eGain products help automate knowledge processes and assure content is accurate and compliant. (Featured on DestinationCRM.com.)

Oct 17, 2025

Analytics Move to the Agent Hiring Process

Tools emerge to ensure incoming contact center agents have the right attributes. (Featured on DestinationCRM.com.)

Oct 08, 2025

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