Calabrio, the workforce and conversation intelligence company, today released findings from its latest The Voice of the Agent Report, revealing an industry in the midst of profound change with a ...

Contact centers need AI to scale, but leaders can’t afford to trade efficiency for trust. A copilot-first roadmap keeps ...

eGain has introduced the eGain AI Agent for Contact Center, a new solution designed to enhance agent performance and customer satisfaction in contact centers. By providing agents with AI-driven, ...

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Transforms the Contact Center Agent Experience with Powerful Contact Queuing and Handling Features that Enhance Productivity and Personalize Both Agent and Customer Engagement CAMPBELL, ...

New AI-powered innovations in Webex Contact Center are focused on promoting agent efficiency and well-being, resulting in reduced turnover, exceptional customer experiences and real business outcomes.

Contact center agents are the backbone of customer service, often juggling complex interactions across multiple channels while working under considerable pressure. Their experience on the job—which ...

Agent turnover is an inherent problem for contact centers and replacing agents is a major cost consideration. Recruiting and training costs can significantly impact a company’s bottom-line profit ...

ChatGPT is a natural language processing (NLP) model based on OpenAI’s generative pre-trained transformer (GPT). This AI model generates human-like responses and text for almost any question or ...

An organization's contact center agents are often its customers' primary touch point. Yet somewhere along the line contact center agents became guardians of handle times and hold times, rather than of ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The agent experience (AX) refers to the overall experience of the contact center agent, from ...

SAN FRANCISCO--(BUSINESS WIRE)--LiveVox, Inc. (“LiveVox”), a leading cloud-based provider of customer service and digital engagement tools, recently commissioned Forrester Consulting to evaluate how ...