Contact Center Innovation

May 14, 2019

Improve AHT: here’s how top contact center decision makers do it

Improve AHT in your contact center - here's a rundown of the technologies deployed by leading companies.

Apr 16, 2019

Read up on how companies like AT&T and Vodafone are building a call center culture of excellence through fresh thinking and new technologies.

Mar 19, 2019

In the age of self-service, enterprises must adapt their KPI approach to customer service success in order to reflect the new reality.

Mar 7, 2019

Virtual Employee Assistants are about to redefine contact center careers - get the inside track on the technologies shaping this revolution.

Feb 26, 2019

Superagent enlists the help of the Phenomenal 4 to complete his latest mission - saving a quad play CSP

Dec 19, 2018

It's Christmas time! And Super-Agent uses the power of AR and computer vision to save the Christmas sales season

Sep 20, 2018

Replace traditional KPIs with holistic measurement of alternatives to average call handling time, customer satisfaction and call outcomes.

Sep 4, 2018

Super-Agent comic: Superhero uses AI powers and visual assistance to save Customer Service from high agent attrition.

Aug 14, 2018

Computer vision brings value to decision support systems in call/chat centers, delivering the positive customer experience so critical to success.

Jul 17, 2018

Integrating visual assistance within IVR shortens waiting times and AHT, reduces call center volume and enhances customer satisfaction