The True Role of AI in the Contact Center
AI has been making a relentless assault on the contact center for...
Customer Service Blog
Your best source of customer service news, views, resources, and best practices
Why the Voice Channel Will Crush Omnichannel Next Year
If you thought you could automate the voice channel out of the...
How Credit Unions Can Connect with Gen Z
33% of Gen Z are already working full-time. Credit unions can't afford...
Fonolo Saves Credit Union from Cisco Call-Back Chaos
One of the best things about our industry is that we get...
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6 of the Best Apps for Remote Contact Center Teams
At a time when many business owners are removed from face-to-face interaction...
5 Best Practices for Great Self-Service Customer Support
Modern consumers want to be able to solve issues and get information...
Brand Spotlight: How Amazon Won Us All Over
Ever since the retail industry has gotten a digital facelift, only a...
Beware False Scorecards for B2C Chat
There’s an interesting and high-stakes battle taking place right now in the...