Tag: conversation

November 17, 2023

So much of the conversation around Generative AI in the contact center pits agents against bots and other AI-driven features. But what if a bot turned out to be an agent’s best friend, and vice versa? That was one of […]

June 16, 2022

Enterprise voice communications technology company Red Box recently released Being Human: How and Why Machines are Learning the Art of Human Conversation, a study on how C-level and IT leaders feel AI has been effective in their businesses. No Jitter […]

May 10, 2022

For a painfully long time, business leaders treated contact centers as cost centers. They assumed customer service was inherently unprofitable and squashed costs wherever possible. But the days of the cost center as a contact center are coming to a […]

March 15, 2022

As I write this, Enterprise Connect takes place in (a little) less than a week, returning to the Gaylord Palms in Orlando after COVID-19 forced the event online in 2020 and 2021. To say I’m excited about the return to […]

November 2, 2021

The term Great Resignation came into common business parlance in September 2021, when the Harvard Business Review published an article analyzing the causes and strategies to combat the stark fact that millions of Americans were quitting their jobs, four million […]

January 15, 2021

AI’s impact on enterprise communications and collaboration is being felt first in the contact center. That’s not surprising; contact centers are generally where cutting-edge technology makes (or fails to make) its business case. But the picture is just beginning to […]