The value of AI is not in replacing jobs, but in doing the jobs that enhance the ears, the eyes, and the ‘voice’ of the ...

Businesses are turning to AI chatbots to deal with customer service. The new tech saves them money, but it's leaving a lot of ...

Feedback is one of the most powerful tools in call center coaching. When delivered effectively, it helps agents improve their ...

Contact Center as a Service (CCaaS) has positively impacted customer support by offering cloud-based, AI-driven tools, omnichannel capabilities and advanced analytics. As customer experience becomes a ...

Cognigy, a global leader in AI-powered customer service solutions, today announced the premiere of the third season of its acclaimed video series, CX Disruptors. In the new AI Impact Series, industry ...

Narrative empathy enables service providers to turn angry customers into satisfied ones while remaining calm and building a ...

Agilent Technologies has taken a bold step toward transforming its customer service operations through the implementation of ...

Operating in the cloud also opens the door to more flexible payment models, such as consumption-based pricing—an attractive ...

Should you go cloud, on-prem, hybrid, or CPaaS? Discover all the signals that indicate a hosted contact center solution is ...