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The March Feature, “Speaking the Customers’ Language(s)” touched on AI-driven automation to help engage with U.S. and Canadian non-English/non-French primary speakers through the contact center. In this article, we dived a little deeper into the … [Continue reading] about Can AI Help Speak Customers’ Languages?
Standard contact center metrics and key performance indicators (KPIs) help businesses track and measure the success of their customer experience (CX), particularly as it relates to their call or contact centers. But which KPIs are the most valuable … [Continue reading] about 11 Most Valuable Metrics
Customer experience (CX) has become a breeding ground for overhyped buzzwords and exaggerated claims. Unlike industries where technical jargon is necessary (e.g., medicine or engineering), CX is riddled with vague, feel-good terms designed more for … [Continue reading] about The CX Buzzword Hall of Shame
“Over and out” is a signal in radio communications to indicate the end of a transmission, especially when the speaker is finished and not expecting a response. It is a way to say goodbye — clear and final. I know this isn’t radio, but it is the end … [Continue reading] about Over and Out
Newspapers and contact centers may seem like old-school communications. But both media, when applied correctly (apologies for the forthcoming bad pun), keeping with and in anticipation of the times, can be relevant, informative, and helpful for their … [Continue reading] about Extra! Extra! Advanced Tech Helps Newspaper!
Extra! Extra! Advanced Tech Helps Newspaper! Table of Contents, June 2025FEATURE ARTICLEExtra! Extra! Advanced Tech Helps Newspaper!By Brendan Read; Q&A with The Seattle TimesHow technology investments improved service and remote work.IDIOM … [Continue reading] about Contact Center Pipeline Magazine June 2025
In our hyper-connected reality, a staggering 88% of customers now equate their experience with a company to the value of its products or services. As a result, one misstep, one negative interaction, and customer churn becomes a very real threat. By … [Continue reading] about Humanizing the AI Experience
Regulatory compliance has undergone a significant transformation in recent years. Particularly when it comes to voice recording. According to a Reuters report, 70% of corporate risk and compliance professionals said they have “noticed a shift from … [Continue reading] about The Competitive Advantage of Compliance
The rise of Agentic AI - what McKinsey calls the “next frontier of generative AI” (GenAI) - marks a seismic shift in the future of AI: and its related threats. Here’s why. While GenAI mostly supports human decision-making through predictive … [Continue reading] about The Lurking Dangers of Agentic AI
There is an unavoidable new dynamic unfolding in the contact center space that promises to upend every norm governing operational efficiency, agent performance, and data security. We are talking about Voice Security. Voice security involves a … [Continue reading] about The Growing Dangers Through Voice
