As artificial intelligence (AI) and omnichannel customer touchpoints continue to make their mark on the global business landscape, the role of the contact center agent is evolving. It must. This ...

While the term “AI” might conjure thoughts of automation replacing human roles in the call center, the reality is quite different. AI tools are designed to empower human agents, not replace them.

What are the differences between a call center and a contact center and why does it matter for customer experience programs? Call centers and contact centers can serve as the front lines of your ...

Amazon.com is getting into the contact center service business with Tuesday's announcement that it will make its contact center service technology available to other businesses. Amazon said the new ...

Call centers are increasingly automated, AI-driven, and outsourced—but there are ways to get results.

More than 4 in 5 consumers say they are more likely to stay loyal to companies that prioritize human customer service over automated or self-service options alone, according to a survey of more than 1 ...

With the arrival of AI, the human headcount in the contact center—including people who might otherwise answer a call and talk ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Contact centers substantially impact the customer experience, but ...

eWEEK content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More. On a recent client visit, I had the pleasure to spend the ...