Vendor Views

The chief customer officer role has evolved from a support function to a strategic leadership position, emphasizing the importance of cross-departmental collaboration, data analytics, and customer-centricity in shaping business strategies and driving sustainable growth.
Posted February 20, 2024

Prioritizing digital channels, unifying and orchestrating conversations, knowledge, and AI, and working with a proven solution provider will elevate healthcare CX.
Posted February 13, 2024

Culture should supply the foundational mindset while technology provides the tools for execution.
Posted February 05, 2024

Customer service personnel need to be trained to detect and react to deepfake phishing attempts.
Posted January 29, 2024

Using machine learning and large language models, companies can help customers with their current—and future—needs. (Featured on DestinationCRM.com.)
Posted January 22, 2024

Before deploying speech systems, it is imperative to understand and benchmark speech quality and address issues to ensure they operate effectively and ultimately deliver a superior customer experience.
Posted January 16, 2024

Successful generative AI integration for customer service requires a clear vision, practical use cases, andcontinual monitoring.
Posted January 08, 2024

AI agents that combine conversational and generative AI deliver measurable benefits to customer service operations.
Posted December 18, 2023

Agents provide one of the few human touchpoints customers have when reaching out to a company, and leaders should ensure that agents are empowered to provide the best experience possible. (Featured on DestinationCRM.com.)
Posted December 14, 2023

The erosion of consumer trust in voice calling can undermine cloud contact center benefits, so take steps to ensure that calls get through.
Posted December 11, 2023

New research shows that digital engagement channels are skyrocketing. Yet legacy systems have hindered organizations' shift to digital. Companies can surge ahead with digital transformation and not succumb to the legacy lag.
Posted December 04, 2023

Pair CCaaS with SIP trunking to maximize technology, infrastructure, and security investments.
Posted November 27, 2023

The customer service chatbot experience has often been far from extraordinary—best used only for simple company FAQs—but generative AI is going to change that.
Posted November 14, 2023

To exploit the full value of AI in improving customer support, think self-driving workflows for agents.
Posted November 07, 2023

Here is what's motivating contact center companies to look at mergers and acquisitions beyond the goal of scaling their businesses. (Featured on DestinationCRM.com.)
Posted October 31, 2023

While AI will benefit many divisions and departments, the most fertile ground to successfully launch it will be the service organization.
Posted October 23, 2023

Generative AI applications have appeared everywhere, and summarization presents great opportunities to increase contact center efficiency.
Posted October 17, 2023

Live visual support software can help customer service leaders reduce friction on every call.
Posted October 09, 2023

Organizations that leverage conversational AI can navigate the shifting CX landscape by forging personalized connections and elevating customer loyalty.
Posted October 02, 2023

We need a new approach to contact center architecture that leverages open systems, artificial intelligence (AI), and automation.
Posted September 26, 2023

New technologies are transforming the way that call centers operate, but they need to be balanced carefully with high-value, human-to-human customer interactions.
Posted September 19, 2023

Prioritizing digitalization, unifying conversations and knowledge, and working with a proven solution provider will enable government agencies to improve their customer experiences.
Posted September 11, 2023

Responsible and ethical AI is non-negotiable, and seamlessly incorporating it can build trust, enhance customer interactions, and contribute to a more sustainable and inclusive future.
Posted September 06, 2023

AI-powered tech that can enhance the quality of audio is the solid solution to bridge the gap between company values and agents' realities.
Posted September 01, 2023

Customer and employee experience have a huge impact on the success of any organization, and branded communications tools are improving both.
Posted August 28, 2023

Generative AI models have limitations in accuracy assurance and depend on reliable and constrained input, making them ill-suited for enterprise deployment by themselves.
Posted August 22, 2023

Don't add new channels and technologies without considering how it impacts your frontline agents. (Featured on DestinationCRM.com.)
Posted August 15, 2023

Generative AI is having a moment, but companies can ill-afford a momentary lapse of reason in the responsible application of this technology.
Posted August 08, 2023

If companies integrate generative AI correctly into their contact centers, they'll meaningfully improve the customer experience (CX), boosting customer satisfaction, loyalty, and revenue. (Featured on DestinationCRM.com.)
Posted August 01, 2023

Here are five ways ChatGPT could do damage to both your CX and overall brand if left uninhibited.
Posted July 25, 2023

The phone channel still has a significant role in the age of digital service; here are three key reasons companies can't neglect calls when completing their digital transformations.
Posted July 18, 2023

Human and AI collaboration is the key to customer service success.
Posted July 05, 2023

AI-driven workforce management + quality assurance = consumer-centric experiences.
Posted June 26, 2023

To maintain close customer relationships as your business grows, establish best practices and look to emerging AI.
Posted June 13, 2023

To maximize the benefits of chatbots built on generative AI, treat them as digital employees with ongoing onboarding and training; chatbots can train your staff, too.
Posted June 05, 2023

The possibilities are huge when large language models are combined with virtual humans.
Posted May 30, 2023

Are you making innovative decisions or falling for the hype? Here's a look at what it truly means to be innovative.
Posted May 24, 2023

AI-enabled virtual agents can improve customer and employee experiences in many ways.
Posted May 17, 2023

Establishing and maintaining digital trust is not just a competitive advantage, it is a business imperative. And the contact center can play a critical role in preserving consumers' trust. (Featured on DestinationCRM.com.)
Posted May 15, 2023

Gig CX can help companies retain customers in these uncertain economic times.
Posted May 10, 2023

With economic uncertainty and customer demands mounting, companies can stay on top with personalization and the right kind of data.
Posted May 02, 2023

In an increasingly AI-focused landscape, the human connection is still important.
Posted April 25, 2023

Large language models are disrupting CX. Here's where the tech is at and where it can best be applied to get the most out of your CX.
Posted April 18, 2023

Companies can shift the CX narrative with conversational artificial intelligence platforms.
Posted April 11, 2023

Motivate agents regardless of where they work and they will deliver better customer experiences.
Posted March 21, 2023

A complete, scalable, AI-infused platform can change the customer experiences your company offers.
Posted March 14, 2023

Adequately supporting customers in their time of need can prevent them from switching to a competitor.
Posted March 06, 2023

Amid tight labor markets and rising customer expectations, customer service departments are using AI-enabled tools to stay competitive.
Posted March 01, 2023

Empathy, flexibility, and authenticity will help companies weather the CX storm.
Posted February 22, 2023

Customer-centric technology deployments can help healthcare companies combat employment issues.
Posted February 14, 2023
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