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Category: Contact Center

Empathy in customer service
Keith Kirkpatrick

Delivering Empathy to Improve CX

While Most Humans Understand Empathy, Training and Tools Can Help Agents Deliver Empathy More Consistently
Remote contact center management
Keith Kirkpatrick

Managing Remote Contact Center Workers to Ensure Success

A Combination of Tools, Training, and Engagement Can Improve the Remote Worker/Management Dynamic
Alleviating customer experience pain points
Keith Kirkpatrick

Identifying and Responding to CX Pain Points

Training and Technology Should Be Used in Tandem to Improve CX
Avaya Chapter 11 Bankruptcy
Sherril Hanson

Avaya Files for Chapter 11 Bankruptcy

The Move Is Positioned as Short Term, Minimally Disruptive, and Necessary for Continued Product Investment
Freshworks-Meta partnership for conversational AI bots
Alex Gaw

Freshworks and Meta Team Up in Major Initiative to Help Lift CX

Conversational AI Bots from Freshworks and Meta Messaging Apps Are Involved
TDCX Digital CX Center of Excellence
Alex Gaw

TDCX Launches New Digital CX Center of Excellence in Singapore

A New Investor Arm Is Also Set Up to Support the Center
Auto authentication using multi-factor authentication and biometrics
Keith Kirkpatrick

Auto-Authentication Techniques to Save Time and Improve CX

Consider Multi-Factor and Voice Biometrics to Improve Security
Contact Center partnerships and product launches
Sherril Hanson

Broadvoice, Genesys, AWS, Google Cloud, and More Announce Contact Center News

IPI, Mitel, Sprinklr, Sitel, Tollring, TTEC, Verint, Verizon, and WWT Are Among the Others with New Products, Enhancements, and Partnerships
Contact center news and announcements
Sherril Hanson

Contact Center News from Aisera, Genesys, NICE, Five9, LivePerson, and Zoho

Company Moves Focus on CX Features Leveraging AI and Deepening Technology Integration
Virtual customer support
Alex Gaw

Virtual CX Will Become a Mainstream Frontline Support Channel by 2028

New Research from Content Guru Also Reveals Insights from CX Pros for Next Year
CX Innovators eGain
Clint Wheelock
Clint Wheelock

CX Innovators: Ashu Roy, eGain

Harnessing Conversational AI and NLP to Enhance the Agent Experience and Improve Customer Satisfaction
Contact Center announcements
Sherril Hanson

Contact Center News from Amazon Connect, Dixa, Genesys, TalkDesk, and Zoom

Product Enhancements, Integrations, and Partnerships Announced to Expand CX Capabilities
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