Consider How Artificial Intelligence Can Help Us in the Call Center
We Should Embrace AI as a Useful Toolset and Not Fear It. By Peter Lyle DeHaan, Ph.D. Artificial intelligence (AI) is not a fad that … Read more
Technology Articles
Unmasking the Threat of SMS Pumping Attacks
By Justin Massey Is your call center vulnerable to an SMS-pumping attack? What is an SMS-pumping attack? This attack gained media attention recently when Elon … Read more
3 Cost-Effective Tips for Brands Looking to Boost Customer Experience
By Rei Kasai Modern customer service that drives exceptional outcomes is critical to any business’s longevity and long-term success. In fact, 49 percent of consumers … Read more
Active Insights
Automated Call Scoring, Quality Assurance, Detailed Analytics The new secure, cloud-based Active Insights platform provides access to call, message, and speech analytics. Call centers can … Read more
KNOWLEDGE MANAGEMENT WILL ENHANCE CX
By Donna Fluss Knowledge management (KM) is a process for authoring, collecting, organizing, presenting, maintaining, and storing information in a manner that is readily accessible … Read more
Making Contact Centers More Secure
By Donna Fluss Many years ago, when I was managing a credit card customer service contact center, one of our clients threatened to bomb our … Read more
AnswerNet Expands Traditional Answering Service to Include Text Support
AnswerNet launched AnswerMyTexts, the first true business text answering service solution. AnswerMyTexts lets business owners handle texts on their business phone number or have those … Read more
Contact Center Pain Points
Tips for Improving Processes or Adopting New Technology Submitted by SingleComm While process-improving technology is a must for contact centers that want to stay competitive … Read more
Contact Center AI: An Interview with Talkdesk’s Ben Rigby
Question: Ben, What Is the Current Sentiment Around AI and Automation in Contact Centers? Answer: Today, contact centers have started to feel the concrete benefits … Read more
How the Modern Contact Center Can Drive Better Results
By Rod Brownridge The modern contact center has come a long way over the last few decades. The standard used to be dozens, hundreds, or … Read more