Contact center AI is everywhere, in pitch decks, demos, and roadmaps. But too often, what’s sold as “intelligence” turns out to be automation wrapped in branding. This 3-part series started on LinkedIn as a call for honesty and substance. It...
Dashboards Are Dead. Long Live Conversational Analytics for Contact Centers. Contact centers generate massive amounts of data every single day — customer calls, agent interactions, resolution times, sentiment trends, and more. But most leaders and supervisors still rely on...
Efficiently Managing AI Costs: The Power of Real Token-Based Billing Understanding AI Billing Models: Traditional vs. Token-Based As Artificial Intelligence (AI) continues to reshape industries, many businesses encounter significant challenges related to managing AI-associated...
The Future of AI-Driven Customer Insights: Beyond Sentiment Analysis Understanding AI in Customer Experience: Why Details Matter The contact center industry has long relied on AI to analyze customer interactions, but the capabilities of sentiment analysis and conversation...
Implementing AI in Your Contact Center: A Step-by-Step Guide Why AI in Contact Centers Matters: Practical First Steps The potential of Artificial Intelligence (AI) to transform contact center operations and customer experience is well-known. However, many businesses hesitate at...
Implementing AI-Driven Personal Enhancement Plans (PEPs): A Guide for Contact Centers Introduction: The Rise of AI in Agent Development In the competitive world of customer service, your agents are among your most valuable assets. Ensuring they perform consistently and...
