AI promised relief. Instead, many agents are juggling dashboards, prompts and metrics that quietly increase stress and erode ...

6 Contact Center Trends That Don’t Involve AI (+2 That Do) Your email has been sent Tired of the AI buzz? Discover the latest contact center trends that have nothing to do with artificial intelligence ...

“In the past, we used to sell technology. Now, we sell use cases,” says Rocky Grubb, a CDW solution architect team lead for the collaboration practice. Grubb, who manages the CDW presales team for ...

Alicia Gray is an BPO and outsourcing industry analyst, and writes about technology. Currently working with one of the BPO Services Provider of the world, her role has been instrumental in assisting ...

SYDNEY--(BUSINESS WIRE)--Enterprises in Australia are outsourcing contact center operations to take advantage of new technologies as well as to save labor costs, according to a new research report ...

Contact centers are more than just service hubs—they're where the critical interactions that shape brand perception and loyalty occur. Contact center quality assurance (QA) ensures that every customer ...

SÃO PAULO--(BUSINESS WIRE)--Enterprises in Brazil are adopting new contact center technologies and services, many enabled by AI, recognizing that customer experience is critical to their ...

Philipp Heltewig, who was CIO at marketing firm Sitecore before it was sold to private equity group EQT in 2016, joined forces with Sascha Poggemann and Benjamin Mayr eight years ago to found Cognigy, ...