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Category: Contact Center

Saying no to customers
Keith Kirkpatrick

Steps for Saying ‘No’ to Customers While Maintaining a Good CX

Offering Alternative Options and Explaining Reasoning and Rationale Go a Long Way
Airline automated customer support
Keith Kirkpatrick

Frontier Airlines Eliminates Live Agent Customer Support

The Decision Is On-Brand for the Discount Carrier, But Could Prove Risky and Alienating
Brand interaction in the metaverse
Alex Gaw

Consumers Are Eager to Interact with Brands in the Metaverse

New Telus International Survey Also Reveals Consumer Limits and Concerns in A Virtual World
Contact center product announcements
Sherril Hanson

CallMiner, Cisco, Freshworks, and Sytel Unveil Contact Center Products and Partnerships

Announcements Highlight Conversational AI, UCaaS, CCaaS, CPaaS, and Cloud Technologies
Contact Center as a Service
Alex Gaw

Salesforce Introduces Contact Center Solution for Companies to Save on Costs

Salesforce Contact Center Offers Automation and Intelligence in Real Time
Background noise reduction for customer service
Keith Kirkpatrick

Background Noise Elimination a Key to Ensuring Good Interactions Through Voice

AI Technology Offers One Method for Suppressing Noise on Both Ends of a Call
Metaverse virtual contact center
Alex Gaw

Japan’s transcosmos and NTT Launch Demo of Virtual Contact Center in the Metaverse

The Test Sought to Find New Ways of Working for Employees
Contact center product announcements
Sherril Hanson

Avaya, Ascensos, Balto, OmanTel, and Others Announce Products, Partnerships

Contact Center CX Enhanced by Integrating Beneficial Technologies
Customer authentication telecommunications
Keith Kirkpatrick

Customer Authentication – Efficiency Is Important to Ensuring a Good Experience

A Negative Personal Experience Provides Reminder of All That Goes into Positive CX
Qualtrics contact center product announcements
Alex Gaw

Qualtrics Releases New Solutions: Real-Time Agent Assist and Automated Call Summaries

The Two Contact Center Solutions Aim to Increase Productivity in Agents, Prevent Burnout
Cloud artificial intelligence
Alex Gaw

Genesys Launches Cloud AI Experience for Customer and Employee Journeys

AI-Driven Solution Simplifies How Firms Orchestrate and Optimize Journeys
Gaps in CX program implementations
Alex Gaw

CallMiner Report: Firms Are Unable to Spur Stronger CX for Various Reasons

Incomplete Data and Major CX Gaps Are Cited as Factors
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