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Where AI Can Fall Short

While AI is making great strides in helping contact centers become better, there are still some shortcomings and pitfalls to keep your eye out for. ...more

Artificial Intelligence ,Contact Center Digital Transformation &Quality

July 16, 2025•3 min read

Contact Center Behavioral Analysis

Analyzing behaviour is a very important aspect in how how agents interact with customers with the benefits being many. ...more

CX ,Optimization Artificial Intelligence Contact Center &Quality

June 25, 2025•2 min read

BPO Accent Neutralization

Accent Neutralization is becoming a very important capability that BPOs are employing. Both to satisfy their customers and making it easier to hire local talent in offshore locations. ...more

Outsourcing ,BPO Contact Center &Offshore

June 04, 2025•1 min read

Human & AI Contact Center Collaboration

There will always be a need for human involvement in contact centers whether it's agents or analysts. ...more

CX ,Optimization Artificial Intelligence Contact Center &Quality

May 14, 2025•1 min read

Actionable Intelligence Driving Improvements

Data driven insights go hand in hand with actionable intelligence enabling organizations to improve their contact center operations including customer experience. ...more

CX ,Optimization Artificial Intelligence Contact Center &Quality

April 23, 2025•2 min read