The Latest Technology News
Buying a vehicle is arguably the second most important and largest purchase an individual can make, after buying a home. And, like purchasing a home, purchasing a vehicle will likely entail financing. Consider the following: According to the … [Continue reading] about The Road Ahead for Auto Finance CX
Imagine uncovering the secrets behind successful omnichannel and IVR best practices through firsthand insights from over 25 organizations worldwide. You may feel, as we did, that at last there may be answers to critical vexing customer service issues … [Continue reading] about How Automated Contact Channels are Evolving
U.S. telemarketing laws are being disrupted thanks to a series of critical court decisions that will very likely affect how contact centers manage contacting and engaging with customers and prospects. On June 20, 2025, the U.S. Supreme Court ruled … [Continue reading] about Supreme Telemarketing Changes?
Every company has a culture, whether it’s the one you design or the one you allow. But in many organizations, there are actually two cultures. 1. The Mission Culture, i.e., what leaders say the culture is, usually framed in aspirational language … [Continue reading] about Mission Culture vs. Trench Culture
If you’ve worked in a contact center for more than five minutes, you’ll have heard someone say, “It’s all about people.” Yet, despite this being one of the most frequently repeated mantras in our industry, we continue to overcomplicate people … [Continue reading] about It’s Just People
The Wall Street Journal recently ran a detailed piece on AI voice agents poised to revolutionize customer service. The article paints a picture of rapid advancements in voice AI, companies using virtual agents to handle high call volumes, investors … [Continue reading] about Why Contact Centers Can’t Afford to Wait
Strategy Vision and Industry Validation Vision Introduce a “Customer Gateway” as the front door of your contact center system. It would function like an API gateway or AI gateway; it would identify, enrich, and route every participant before … [Continue reading] about Why Your Contact Center Needs a Gateway
Despite a rise in consumer spending in April driven by consumers stocking goods ahead of potential price increases due to tariffs, some industry experts worry that consumer spending may decrease in the coming months. This is putting significant … [Continue reading] about Improving Customer Engagement Amid Uncertainty
Managing contact centers has always been challenging. Juggling customers’ and agents’ needs under tight budgets and timelines. Ensuring the right numbers of qualified staff are available within acceptable wait times. And while facing ever-changing … [Continue reading] about Is WFM Keeping Up?
AI is driving reimagined resource management. … [Continue reading] about The New Era of WFM
