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How to integrate AI into your cybersecurity (and why you should)

Did you know that cybercriminals can penetrate 93% of company networks?It’s a jarring statistic but it’s true. Research shows the danger and cost of cyber incidents are the biggest...

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How happier employees lead to better CX

Workers increasingly want to feel energized and valued at their jobs, and in today’s tight labor market companies that don’t prioritize employee engagement are losing talent to brands...

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3 lessons the CX world can learn from gaming pioneers

Improving customer experience is a constant work in progress, and valuable insights can come from anywhere. The customer experience (CX) landscape is rapidly evolving and, to outperform the...

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Empathy and sentiment scores: What we know and what we think we know

In the contact center industry, it is commonly known that soft skills are critical to building trust and connection with consumers. One of the most important pillars of these skills is empathy....

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A plug-and-play model is the future of AI-enabled CX (here’s why)

In this time of economic uncertainty and rapidly developing technology disruption, the ability to stay nimble is paramount.  On one hand, the economic reality demands that companies be...

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Want to improve gaming CX? Your AI needs to be seamless

No gamer wants to contact customer service to resolve a problem. They often don’t have access to the game that they’ve already paid for, and many feel like they should be able to solve...

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Free generative AI training aims to nudge broader adoption

Optimists call it the “democratization” of artificial intelligence. Skeptics say it’s a shrewd maneuver to secure reliance on one hyperscaler’s AI platform, tools, and...

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3 reasons to consider gamers when recruiting for CX jobs

In many ways, it’s never been harder to recruit and retain top customer experience (CX) talent. Brands are grappling with the harsh realities of rising labor costs and employee expectations...

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Show report: The ABCs of AI for CX

*This blog is excerpted from 1to1 MediaLast week was one of the CX industry’s biggest events — Customer Contact Week. Of course, the hot topic of the show was AI and how it can be...

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4 ways AI should be evolving your contact center

AI in the contact center is nothing new. For years, brands have used AI-powered tools to automate tasks and extract insights from large pools of data.But with the sudden popularity of ChatGPT and...

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