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Trends and Forecasts
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CX Strategy, Trends and Forecasts2024 Benchmark Report: What’s Really Going On in Your Contact Center?The rapid progression of conversational AI has placed increased pressure on contact center leaders to…
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Case Studies, CX Strategy, Trends and Forecasts6 Quotes That Will Change the Way You View AIConversational AI has revolutionized the customer service landscape, offering benefits far beyond traditional IVRs and…
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CX Strategy, Trends and ForecastsNavigating IT Outages with Conversational AIUnforeseen disruptions, like the global IT outage seen in July, can pose significant operational challenges…
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CX Strategy, Trends and ForecastsHow BPOs Are Adapting to Customer Service AIFor decades, organizations have relied on Business Process Outsourcers (BPOs) to improve customer service and…
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CX Strategy, Trends and ForecastsThe True Cost of IVRs
Interactive Voice Response (IVR) systems have been a staple in customer service for decades. They…
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CX Strategy, Trends and ForecastsThe Most Important CX Priorities for the Rest of 2024
At the start of 2024, industry reports suggested there were two kinds of customer service…
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CX Strategy, Trends and ForecastsWhy We’re Entering the Golden Age of Contact Centers
In the ever-evolving landscape of customer service, technology and humans are converging faster than ever…
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CX Strategy, Trends and ForecastsCreating a Winning Contact Center Culture
Contact center leaders spend the majority of their time thinking about the customer. How to…
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CX Strategy, Trends and Forecasts5 Most AI-Ready Call Types for Transit Authorities
Reliable customer service is as crucial to transit authorities as the cars, buses and trains…
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CX Strategy, Trends and Forecasts5 Most AI-Ready Call Types for Imaging Centers & Labs
The healthcare industry is undergoing a monumental, AI-powered transformation. As patient expectations continue to rise…
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CX Strategy, Trends and Forecasts5 Most AI-Ready Call Types in Pest Control
Pest control contact centers are no stranger to the CX pressures facing the consumer services…
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CX Strategy, Trends and ForecastsReckless Abandon: 6 Strategies For Using AI To Eliminate Angry Hang-Ups
If you’re a customer calling into a contact center for support, few outcomes are worse…
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