As artificial intelligence (AI) and omnichannel customer touchpoints continue to make their mark on the global business landscape, the role of the contact center agent is evolving. It must. This ...
Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...
SUNNYVALE, Calif., Jan. 21, 2026 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), a leading provider of AI knowledge ...
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 ...
ATLANTA--(BUSINESS WIRE)--Intradiem, the leading provider of contact center automation solutions for customer service teams, today announced the results of a comprehensive research study conducted in ...
FORT LAUDERDALE, Fla., Oct. 23, 2024 /PRNewswire/ -- Today at WebexOne, Cisco (NASDAQ: CSCO) unveiled new AI-powered innovations, including the Webex AI Agent, AI Agent Studio and Cisco AI Assistant ...
Transforms the Contact Center Agent Experience with Powerful Contact Queuing and Handling Features that Enhance Productivity and Personalize Both Agent and Customer Engagement CAMPBELL, ...
Verint is betting on a vision of next-generation Contact-Center-as-a-Service (CCaaS) that focuses on bots to lower the cost of interactions, increase agent efficiency, and deliver better customer ...
Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. As often as not, you’ll find me on the road speaking and ...
Contact Center as a Service (CCaaS) is a cloud-hosted software suite optimized for managing interactions with customers and, more broadly, the entire customer experience (CX). As the term implies, ...
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