3 Questions to Ask Before Making a Contact Center Technology Decision
Every vendor has a pitch, every analyst a prediction Every conference has a must-have innovation It’s difficult to find a contact center leader…
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Why Scoring 100% of Calls Could Make Your Agents Worse
Complete visibility has its advantages When your AI can score 100% of your agent-customer interactions, instead of the much smaller percentage that manual…
Escalation Design: Why AI Fails at the Handoff (Not the Automation)
Here’s what a bad AI-to-human handoff looks like: Conversation history vanishes Agent asks customer to start over (or repeat) Transfer dumps…
Webinar: Upgrade your customer service with Salesforce
Want to leverage Salesforce and voice bot power for your customer communications Find out how here Telephony remains the most important but also the most…
Automation or Augmentation? What Agentforce Voice signals about human agents in the contact center
AI is permeating what was until recently the work of human customer service agents: voice interactions Today, close to all organizations use some form of…
Contact Center + CRM: Why Cisco’s Salesforce Partnership Validates What We’ve Known All Along
Something big happened at WebexOne Salesforce executives took the stage at Cisco’s flagship event to make a join announcement: Webex Contact Center is…
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