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Customer experience (CX) has become a vital differentiator across industries, pushing businesses to constantly enhance their services. AI technology is at the forefront of this transformation, revolutionizing organizations in various sectors. The … [Continue reading] about The Next Step in Contact Center Evolution
In 2023, the Chevrolet of Watsonville, Calif. chatbot offered one lucky customer the deal of a lifetime. The large language model (LLM)-powered negotiator agreed to sell a mid-sized SUV for just $1, assuring the customer that the terms were legally … [Continue reading] about Passing the Test
Two decades ago, the “Service Guru,” Tom Peters, did an interview with me entitled, “Push, 1, Push 2, Push 3, Push your customer over the edge!” IVR systems, designed to more quickly bring customers to the right place, instead, have been channeling … [Continue reading] about Is AI Falling into the IVR Traps?
In contact centers, metrics have always been the north star. We measure everything: customer satisfaction (CSAT), first contact resolution (FCR), Net Promoter Score (NPS), and we use those numbers to guide investments and decisions. But let’s pause … [Continue reading] about Are You Listening For The Signals?
Contact center leaders are in a tough place. Executives demand faster results, happier customers, and shrinking budgets. It’s a high-stakes juggling act: chasing efficiency without sacrificing connections. But what if the problem isn’t the pressure … [Continue reading] about Balancing High-Value Customer Interactions
Contact centers have long sought to balance providing loyalty-and-revenue-building excellent customer experiences (CXs) with the costs of supplying them, and with this, supplying superb agent experiences (AXs) to enable CXs. But in today’s iffy … [Continue reading] about The CX Highwire Act
The CX Highwire Act Table of Contents, November 2025FEATURE ARTICLEThe CX Highwire ActBy Brendan Read; Q&A with Expert PanelCan contact centers hold on?SPONSORED SPOTLIGHT - NiCEContact Center AI at the Speed of Service By Neeraj Verma The … [Continue reading] about Contact Center Pipeline Magazine November 2025
Every day, contact centers manage millions of conversations. Inside those interactions are signals that influence loyalty, reduce churn, and highlight risk. Yet too often, those signals go unheard because transcription remains too slow, inaccurate, … [Continue reading] about Contact Center AI at the Speed of Service
The contact center industry is facing a customer experience (CX) breakdown that can no longer be dismissed. The data tells a clear story: Forrester’s “Global Customer Experience Index (CX Index™) Rankings, 2025” shows that “in the US, for the … [Continue reading] about Repairing the CX (and AI) Investments
Everything faces an end. And technology is no exception. Indeed, technology systems must be retired when they become outdated, pushed off stage as newer solutions take the forefront. It’s only natural. Earlier this year, Avaya announced that it was … [Continue reading] about Planning For the Inevitable
