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Contact Center & Omnichannel
Cresta CEO Ping Wu: Many Contact Centers Misunderstand the Value of LLMs
Workforce Engagement Management
First Horizon Bank Receives Backlash for “Bleak” Tactic to Tackle Contact Center Burnout
Zoom Adds New Agent-Assist, Translation, & SMS Capabilities to Its Contact Center
Contact Centers Are Turning to AI Filters to Protect Staff from Angry Customers
12 of the Top 20 Customer Service BPOs Are Modifying Their Agents’ Accents
Everyone Wants a Piece of the Contact Center QA Market, and That’s Not Good
Building Resilience in the Face of Customer Challenges: A CX Perspective
Top 5 Agent Tips for Supporting Vulnerable Customers
Genesys Releases an Agent Copilot, Teases a Next-Gen Virtual Agent
CX TV
Bright Pattern ‘Gets Real’ on AI and Agent Assist
The Ultimate Agent Engagement Checklist: Are You Running All These Initiatives?
Uncategorized
Microsoft: Copilot for Service Boosts Customer Satisfaction by 12 Percent
Customer Analytics & Intelligence
Sprinklr Develops “Digital Twins” to Spread Conversational AI Across the Enterprise
Qualtrics Makes It “Easier Than Ever” to Personalize Customer Experiences
Alvaria Builds a Workforce Engagement Management Innovation Lab
Zendesk Announces AI Service Suite Revamp, Claims to Offer the “Most Complete Service Solution”
