With AI dominating headlines, it’s easy for any business decision-maker to get wrapped up in how to fast-track their teams and innovations with the emerging tech. This rings true for the contact ...

Customer service agents are on the front lines for their brands — dealing with complaints, solving complex problems and managing emotionally charged conversations, often with limited tools and rising ...

FORT LAUDERDALE, Fla., Oct. 23, 2024 /PRNewswire/ -- Today at WebexOne, Cisco (NASDAQ: CSCO) unveiled new AI-powered innovations, including the Webex AI Agent, AI Agent Studio and Cisco AI Assistant ...

SUNNYVALE, Calif., Jan. 21, 2026 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), a leading provider of AI knowledge ...

A global study of contact center leaders explores the role of artificial intelligence in activating the agent of the future MINNEAPOLIS--(BUSINESS WIRE)--Calabrio, the workforce performance company, ...

AI and automation are transforming contact center solutions, making customer service one of the most common ways that people will interact with AI in their daily lives. The advantages of well-executed ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

eGain has introduced the eGain AI Agent for Contact Center, a new solution designed to enhance agent performance and customer satisfaction in contact centers. By providing agents with AI-driven, ...

The generative AI boom has every industry dreaming big about how the technology can be applied to increase efficiency. But arguably, none is as interesting as the contact center industry, a sector ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

As open enrollment season unfolds, insurance providers anticipate a significant surge in inbound calls from both current and prospective policyholders. Questions about coverage options, payment plans.

Calabrio surveyed 400 contact center managers from across 10 countries, 4 age groups, and 6 industries. While there is much debate in the market, this report’s response is clear: AI won’t be used to ...