McCall Peltier

Four Phrases Companies Need to Banish From Their Contact Centers

It’s no secret that automation in contact centers is growing rapidly. In the next three years, almost 6 in 10 customer interactions could be automated, up from 46% currently. And the stakes are high: 79% of consumers agree that the experience a company provides...

Post-COVID, Here’s Why Contact Centers Should Keep AI Around

Misconceptions around AI in the workplace have existed for as long as the technology itself. And to this point, the dominant narrative around its role in the contact center has been negative, often associated with job displacement for agents and frustrating phone trees for...

How AI Can Change The Way We Think About Insurance

While insurance is an integral component of our lives, it can often seem like a chore—with sensitive information, stressful situations, and long wait times all contributing to frustrating customer experiences. But the industry is at an inflection point; it’s undergoing a digital transformation that...

Consumer Comfort With AI in CX is Sticking — Here’s Why

It’s no secret that AI has incited polarized reactions from consumers. People are often excited about the futuristic promise of AI, but are equally hesitant to introduce it into everyday life. Last year, however, we saw a shift. The pandemic established a fundamental need...

The Pandemic Has Been A Watershed Moment for CX—Here Are 3 Trends Defining This...

For many, the one year anniversary of the pandemic in the US has ushered in a time to reflect on the swift and significant change of the last twelve months. While the COVID vaccine has promised some return to normalcy, we may never fully...

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