Latest Agent Assist News

Workforce Engagement Management

6 Reasons to Invest in Real-Time Agent Assist Software

Contact Center & Omnichannel​

Agent Assist: Use Cases, Benefits, & Providers

Contact Center & Omnichannel​

AWS Accelerates Post-Contact Summaries in Amazon Connect, Uplevels Its Omnichannel Proposition

Contact Center & Omnichannel​

“The Tip of the Iceberg”: Analysts React to the Contact Center AI Lawsuit Against Patagonia

Workforce Engagement Management

How to Compare AI Agent Assist Software in 2024

Contact Center & Omnichannel​

AI Agent Assist Trends for the Contact Center

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

Contact Center & Omnichannel​

Zoom Adds New Agent-Assist, Translation, & SMS Capabilities to Its Contact Center

Contact Center & Omnichannel​

Contact Centers Are Turning to AI Filters to Protect Staff from Angry Customers

Contact Center & Omnichannel​

12 of the Top 20 Customer Service BPOs Are Modifying Their Agents’ Accents

Workforce Engagement Management

Everyone Wants a Piece of the Contact Center QA Market, and That’s Not Good

Workforce Engagement Management

Building Resilience in the Face of Customer Challenges: A CX Perspective

Contact Center & Omnichannel​

Top 5 Agent Tips for Supporting Vulnerable Customers

Contact Center & Omnichannel​

Genesys Releases an Agent Copilot, Teases a Next-Gen Virtual Agent

CX TV

Bright Pattern ‘Gets Real’ on AI and Agent Assist