Pete Wermter

How Contact Center Automation Benefits the Agent

There’s much debate—as well as fear, uncertainty and doubt—around the impact artificial intelligence and automation will have on the future workforce. Will robots replace humans in the contact center and other parts of the company? The answer is simple: No Way! Cool technology is no...

Five Best Practices to Consider Before Adding New Digital Channels

The dramatic shift in customer expectations over the last year is causing companies to rethink the way they engage with customers using cloud contact center software. Rising demand for personalized service and convenience is driving brands to meet over customers’ preferred channels, which is...

CX Efficiency in the Contact Center: Are You Asking the Right Questions?

The quest for contact center efficiency goes at least as far back as the introduction of computer telephony integration (CTI), which first landed in the market in the 1990s. CTI’s premise was simple: Deliver call center agents not just the phone call, but also...

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