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Ever had to take the long way when trying to get somewhere? It often adds time, irritating obstacles, and a whole lot of frustration to your journey.

The contact center industry has seen two trends happening in parallel – rising wages and agent attrition.

In the recent interview I had with world-renowned futurist, influencer, and thought leader Bernard Marr, we discussed the role of AI in the future of customer experience and the three things that are driving its adoption.

As in many other industries, the financial sector is facing several challenges that have a distinct impact on back-office performance.

One of the best things about being an adult is the requirement for numerous insurance policies,” said nobody ever

With disposable incomes becoming tighter for many, and recent changes to legislation restricting some collection tactics, it could feel like recovering debt is becoming a more challenging task for businesses.

CX technology does not always prioritize empathy during customer interactions. And some customers can’t effectively self-serve—or they prefer not to. It’s also true that certain customer groups will create a more challenging agent experience than the wider majority. One such group could include seniors.