New report uncovers key script adherence insights, makes case for an anti-script approach for better call outcomes. ST. LOUIS, June 28, 2022 /PRNewswire/ -- Balto's Conversation Excellence Lab has ...

How often do you call a customer service hotline and feel like the agent on the other end is on a completely different planet? Maybe they were robotically reading from a script or seemed more annoyed ...

Proven tools matter. Contact center technology succeeds when it improves FCR, AHT or CSAT, not when it simply adds more features. Agent support wins. AI and automation deliver when they amplify agents ...

Global enterprises adopt AI contact center AI as virtual agents and automation reshape operations and customer experience. BERKELEY, CA, UNITED STATES, January 5, 2026 /EINPresswire.com/ — AI Contact ...

The longstanding key to success in the contact center has been to focus on the customer experience almost exclusively. It makes sense, right? Your customers bring in the revenue; therefore, you should ...

Google is extending its Contact Center AI (CCAI) service to allow enterprises to integrate their contact center data with their CRM (customer relationship management) applications in order to optimize ...

Discover how AI voice analytics enhances contact center efficiency. Explore use cases across various industries and understand how they can benefit your team. Gone are the days when contact center ...

When it comes to customer service and customer experience (CX), the emergence of AI has made quite an impact in the contact center. That’s true whether it’s through AI-driven analytics, the ...

Up until recently, most contact centers either used the customer relationship management (CRM) application for agent desktops or they relied on the embedded desktop that came with their contact center ...