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For Today’s Contact Centers, Great First Impressions May Start With AI

Everybody knows you only get one chance to make a first impression — which is why I want to start this week’s post with something truly inspiring. Let me direct your attention to the venerable U.S. reality TV show, The Bachelor.  But seriously! Stay with me. In every season of The Bachelor, there’s a prize […]

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Interchannel CX: A Cure for Silo Psychosis in the Contact Center

The future of CX is interchannel It’s been a full decade since omnichannel first exploded into the lexicon of contact center buzzwords. Now, as cloud and machine learning technologies grow more mature, we’re finally beginning to glimpse the next phase of CX evolution. Forrester is calling it channel-less. We might call it interchannel; it’s all […]

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