ShepHyken
JUNE 28, 2019
In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. The calls that do go through to the contact center agent are for more critical interactions — involving complexities, emotions or higher values.
CCNG
APRIL 13, 2021
Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. She is a long-time CCNG member, Town Hall facilitator, and blog contributor.
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Callminer
DECEMBER 26, 2023
As we venture into 2024, AI for the contact center, CX and other business applications continues to evolve rapidly. Read this blog for five AI trends impacting organizations in the year ahead.
Callminer
MAY 23, 2022
Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog.
ShepHyken
APRIL 5, 2019
These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. Initially, chatbots were little more than a method deployed to take some of the weight off contact centers and their agents. From Customer Service to Customer Experience.
Callminer
OCTOBER 6, 2020
Read this blog to see how customers rate CallMiner across speech analytics, contact center operations and quality of support on G2.
Callminer
JUNE 9, 2021
Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tips on optimizing QA practices.
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