The Levels of Experience Orchestration

Filters

October 4, 2024

Dreamforce 2024: Genesys, Salesforce Showcase Expanded Availability and Customer Success

The artificial turf has been rolled up and Einstein wigs packed, signifying the conclusion of Dreamforce, the annual Salesforce...

Sam Rector

September 19, 2024

The Customer’s Journey Through an AI-Powered Contact Center

Whether it’s rescheduling a flight or simply needing help to set up your Wi-Fi, we’ve all been that customer punching in the...

Don Keane

June 18, 2024

Will AI Eliminate Jobs or Improve Contact Center Efficiency?

If you’re waiting to see how artificial intelligence (AI) is changing the way we work, there’s no need to. It already has....

Marli Tucker

June 11, 2024

Orchestrating Harmony: How Purpose-Driven Leaders Bridge Tech and Humanity

In an era where artificial intelligence (AI) is rapidly transforming landscapes across industries, the role of purpose-driven...

Olga Potaptseva

May 16, 2024

3 Ways AI Supports a Multilingual Contact Center

In the contact center, reports show that 65% of agents say their cases are more complex than a year ago, and that volumes are set...

Jarrod Davis

May 8, 2024

5 Ways to Reduce Agent Effort in Customer Service

You know how the old saying goes: “Happy agents, happy customers.” And although recent research has proven this adage to be...

Devin Poole

November 30, 2023

The Mobile Contact Center Revolution

In today's ever-evolving business landscape, contact centers play a vital role in customer interactions. Yet, traditional contact...

Ruben Opdenakker

October 31, 2023

Combating Contact Center Fraud on the Phone Channel

The contact center is the epicenter for customer experience — and a prime target for fraudsters. Contact center leaders must...

Matthew Addison

September 27, 2023

Unlocking the Potential of Contact Engagement Widgets

Imagine walking into a store to ask about a product. Instead of simply speaking with an employee, you’re directed to a back...

Alex Wiercinski

September 7, 2023

Fostering Inclusivity and Sustainability with Video Calls

In today's evolving business landscape, technology is a key driver of change. Integrated video calls are emerging as a...

Haris Ninios

August 17, 2023

Conversational and Generative AI: The Dynamic Duo for Contact Centers

Automation, driven by generative AI and conversational AI-powered solutions like virtual agents, voicebots and chatbots, and new...

Hardy Myers

August 7, 2023

How to Reinforce Voice Traffic Security in the Contact Center

Voice is still the preferred channel for customer service, with 68% of consumers saying they’ve contacted a live agent via...

Vicki Sidor

June 14, 2023

Bringing Generative AI Automation to the Contact Center

As the prominence of ChatGPT rises, companies are increasingly integrating it into their customer experience initiatives....

Andy Pandharikar

May 23, 2023

5 Signs Your Contact Center Data Is Disorganized

Contact center leaders often face significant challenges in interpreting large volumes of customer data. While the data provides...

Peter Hornberger

April 17, 2023

Accelerating Digital Evolution in Your Contact Center

There are many motivations for contact centers to move to the cloud. For some companies, being on the edge of new technologies...

Praphul Kumar