For some business leaders who have difficulty finding and retaining contact center agents, AI has stretched an existing workforce. Other leaders have been able to cut their contact center staffing.
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My sessions this year focus on different areas of governance and compliance.
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Contact centers are successfully ramping up their adoption of AI agents to fully automate customer interactions.
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LLMs deliver compelling insights to improve CX and business operations.
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Some guests are looking for a familiar-feeling home away from home. Increasingly, many are looking for personalized, one-of-a-kind experiences. No matter what kind of hospitality experiences guests seek, they expect…
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Businesses and their customers aren’t always in alignment on CX deliverables.
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The CPaaS market, as it relates to customer engagement, is competitive and volatile. See how vendors cater to business customers and the trends driving innovation.
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Agent assist helps agents drive revenue—and solve customer service issues.
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Successful contact center RFPs are built on collaboration, vendor research, countless questions and answers, scorecards, shortlists, trial runs, bakeoffs and the final decision.
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Technologies like agent analytics, video conferencing, collaboration tools, workforce management applications and cloud software can help manage remote contact centers.
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