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Contact Center

Illustration of an AI support agent with workflow diagrams and performance indicators, representing agentic AI automation in customer service

Agentic AI in Your Contact Centre — A Practitioner’s Reality Check

AI

Agentic AI in Your Contact Centre — A Practitioner’s Reality Check Read More »

the evolution of ai in cx

I Wrote About AI in the Contact Centre in 2018. Here’s What I Got Right — and What Surprised Me

AI

I Wrote About AI in the Contact Centre in 2018. Here’s What I Got Right — and What Surprised Me Read More »

call center aht metrics individual target vs. team planning tool

Average Handle Time: The Most Misused Metric in the Contact Centre

Customer Experience, KPI, Operations

Average Handle Time: The Most Misused Metric in the Contact Centre Read More »

Illustration of a business analytics dashboard with an airplane emerging, representing the gap between offshore support plans and operational reality

What I Learned Building a 24/7 Offshore Support Team from Scratch

Customer Experience, Leadership

What I Learned Building a 24/7 Offshore Support Team from Scratch Read More »

conceptual illustration merging a modern contact center agent with a powerful, abstract, integrated AI system that subtly mimics a 'Terminator' structure. The image emphasizes human-AI collaboration for customer experience. The agent is in control, guiding the AI which provides complex data for resolution

Is the Terminator our Eventual Fate? AI in the Contact Center

AI

Is the Terminator our Eventual Fate? AI in the Contact Center Read More »

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