Home → Archives for Rhys Fisher
Contact Center
Contact Center AI Assistants Are Introducing New Inefficiencies & Burdens, Finds Study
CX TV
AI Solutions Have Never Been Better: Why Are Organizations Still Struggling with Adoption?
CRM
SAP Unveils a New Point of Sale Solution, Connects the CX Ecosystem
The Role of Audio Hardware in Reducing Contact Center Agent Burnout
“Significant” Amount of Customer Data Stolen in Qantas Contact Center Breach
Elon Musk Questions the Name ‘Salesforce’; Benioff Responds with an Impromptu ‘Agentforce’ Rebrand Idea
Conversational AI
Big CX News from Salesforce, Genesys, OpenAI, & Mitel
Voice of the Customer
Is NPS Really BS? Another Study Suggests So
Customer Experiences in the US Hit a Record Low (Again!), Forrester Says
Workforce Engagement Management
3 In 5 Contact Center Agents Don’t Recommend Self-Service, Finds Gartner
Mitel Exits Chapter 11 Bankruptcy: A “Fresh Start” or Short Reprieve?
Big CX News from NiCE, Genesys, Salesforce, & Gartner
50% of CEOs Have or Plan to Develop a Strategy for Machine Customers, Says Gartner
Customer Data Platform
From CEO Dismissal to Courtroom Drama: Dubber Takes Legal Aim at BDO Over Missing AU$26.6m
Bombshell Study Finds That Global Contact Center Agent Roles Will Increase, Not Decrease Over the Next Three Years
Genesys Becomes the First Tech Provider to Announce $2BN+ in Annual CCaaS Revenue
