Embracing AI-powered systems and automation, WFH, and UC&C point to a better CX.

Shared goals and culture, and the willingness to work out the details, make marriages (and business partnerships) successful.

People are at the heart of contact centers, so what will the workforce be like, post-pandemic?

Providing customer delight through the contact center can pay off in multiple ways for organizations.

Video is widely used for internal communications, but will it grow for customer contact?

How to make self-service live up to its promise.

Video has become a vital tool in the contact center.

Video promises to enhance collaboration but risks appearance, possible discrimination issues.

Executive Interview with Alex Martinez, OpenText’s Senior Product Marketing Manager

How to move from cost- and task-based to value- and
experienced-based operations.

Improved customer digital and agent experiences could make this season brighter.

Many contact centers are exploring methods of migrating customers to other channels.

Testing is key to enabling a cloud-based TX strategy.

How a strategic partnership helped a credit union provide excellent CX during multiple calamities

Customer experience excellence is a great marketplace differentiator. But it is only sustainable when supported by all elements within the enterprise.