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We have all had the experience of being placed on hold when calling a company with …

The key to effective deployment of AI in SaaS contact center solutions is natural language processing …

Long before the COVID-19 pandemic shook the globe, stress was an ongoing concern in the modern …

If you operate a contact center and if you are wondering what contextual data is, what it’s for and how to measure it, here are some answers.

Customer experience (CX) is your customers’ overall perception of your business as they travel through their …

Contact center managers often have questions about the value of their metrics. These include the following:

A customer journey map provides users with a clear vision for improving customer interaction while promoting …

Call centers looking to gain an edge over their competitors often consider the importance of customer …

McKinsey & Company reported in 2017 that most Fortune 500 companies have experienced a major business …

Customer experience (CX) analysts and marketers are increasingly likely to use customer journey analytics platforms to …

Low-code and no-code (LCNC) development platforms aren’t particularly new, but their usage has recently begun to …