Let's Talk About CX

Don’t let legacy systems hold your contact center back. Learn how (and why) to leverage AI to ease the transition and close technology gaps.

In customer service, the integration of cobot technology is akin to the leap from static, inflexible systems to more adaptive, responsive solutions.

Most CX analytics tools only track customer data or data while using the tool. Read how comprehensive agent data provides the missing link for contact centers.

In our swiftly evolving digital ecosystem, connectivity and efficiency are critical. Application Programming Interfaces (APIs) have surged in importance to help us connect essential software components.

In our hyper-connected world, consumers place a high premium on superior and immediate customer service without realizing that providing that level of response is hard.

The way your company manages customer issues can mark the difference between failure and success. We know how important it is for consumers to feel heard by the brand they’re dealing with.

Working from home brings both benefits and obstacles, with three of the biggest challenge areas for remote CX teams involving training and coaching, agent performance, and security and risk management. Attended AI bridges the gap in these areas and optimizes the work-from-home experience.

Every customer service interaction has the potential to make or break brand loyalty. But good customer service is the expectation, the baseline. What does it take to win a customer’s loyalty?

Knowing a few security best practices to look for in a technology partner can help you make the best choice for your organization and get faster, easier buy-in from InfoSec stakeholders.To start, here are four major data security measures that indicate a tech vendor prioritizes information security.

Need help finding the balance between too much and too little spending on customer appeasement costs? Read on to manage this end of customer satisfaction.

“The consensus in the machine learning community is that sentience is a moving goalpost,” says Laivly’s Director of Machine Learning, Jonathan Rioux. “AI merely emulates text of greater sensitivity.” In other words, the machine is getting better at mimicking humans, but it still requires the input of humans. And that keeps changing the definition of what it means for a computer to pass as a human.