Phillip Britt

Articles by Phillip Britt

With customer service acting as a key differentiator today, companies have new obligations to improve service delivery, speakers stressed.
Posted October 31, 2019

Artificial intelligence and chatbots are the keys to improving interactions for both customers and agents, speakers at the ICMI Contact Center Connections conference stressed.
Posted October 30, 2019

Verint Engage speakers continued to stress the need for a balance of live agents and automation to handle the full range of customer issues.
Posted May 23, 2019

Verint executives outlined a strategy to save companies time and money on customer experience improvements.
Posted May 22, 2019

Partners help NICE inContact provide a one-stop contact center solution, but it's not a one-sided relationship.
Posted May 20, 2019

AI is being used to help with agent performance feedback and scheduling with very positive results, conference speakers confirm.
Posted April 18, 2019

Artificial intelligence has so much potential, but companies need to do more with it, conference speakers pointed out.
Posted April 17, 2019

Aspect Software has launched its new cloud-based customer engagement center, Via, available immediately in the United States, Australia, and New Zealand. Via will be available to customers in Europe in the second quarter. Aspect first previewed the Via product last May.
Posted February 01, 2017