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AI is well on its way to transforming the contact center, but no more so right now than with Agentic AI. I was the first analyst to write about this emerging trend last year, and my prediction about this being a leading trend for 2025 is very much … [Continue reading] about AI Agents and Human Agents – Better Together?
Making Connections Amidst Disruption Table of Contents, July 2025FEATURE ARTICLEMaking Connections Amidst DisruptionBy Brendan Read; Q&A with Expert PanelHow AI and automation are changing them.CONTACT CENTER ECONOMICS Why Recession … [Continue reading] about Contact Center Pipeline Magazine July 2025
We appear to be in “the Age of Disruption”: in society, commerce, government policies, environment, and technology, notably AI like Agentic AI. As a, if not the prime point of interaction and engagement between organizations and their customers, … [Continue reading] about Making Connections Amidst Disruption
Recent developments — including a new wave of tariffs on goods from China and other nations — have sharply increased the likelihood of a U.S. recession. Analysts from J.P. Morgan, Goldman Sachs, and others have revised their forecasts, with many now … [Continue reading] about Why Recession Planning Should Start in the Contact Center
For many organizations, contact centers function as the face of the company, serving as the primary avenue for customer interactions. Agents are the frontline soldiers in the battle for retention, helping to shape the perception of the brand with … [Continue reading] about Why Contact Centers Must Embrace Enterprise Browsers
Understanding why customers reach out is no longer a luxury: it’s a necessity. As organizations strive to deliver exceptional customer experiences (CXs), call intent analysis has become a powerful tool in the toolbox. This analytical approach, … [Continue reading] about Decoding Customer Desires
In an era where AI is reshaping the landscape of customer service and personalization, the industry is undergoing a profound transformation to adapt to new interaction models. A global study, “The State of Personalization 2023” by Twilio Segment, … [Continue reading] about The Journey to the New World of AI
In recent months, the Trump Administration, in collaboration with the Department of Government Efficiency (DOGE) led by Elon Musk, has initiated significant reductions across several federal agencies. These actions, and others, have reportedly led … [Continue reading] about If/When Cuts Hit the Call Center…
As we go through 2025, one thing is clear: the relentless focus on a constantly improving customer experience (CX) isn’t going anywhere. While CX has been the “North Star” for many businesses for decades, the technologies that enable them to keep … [Continue reading] about How to Deliver Excellent CXs
AI is everywhere. But what kind of impact can companies really expect from this technology, and most importantly, how can they leverage it to achieve tangible results? With its intrinsically human nature and expansive datasets, one of the most … [Continue reading] about The Personalization Imperative
