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Articles Library
Welcome to our Article Library. You'll find articles on a variety of topics including business, direct mail,
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More Consumers Are Cautiously Accepting Artificial Intelligence (AI) enabled Customer Service Method
by Brian Mistretta Artificial intelligence (AI) has been around for years, but it's the recent advances that have created so much buzz....
Barb Ferrigno
Nov 2, 20234 min read
Who can do a better job in your contact center—humans or AI? The answer is both!
by Lisa Hotchkiss Say the words “Artificial Intelligence” in a contact center and you’ll likely see a lot of concerned faces. Why? It’s...
Barb Ferrigno
Oct 31, 20237 min read
Top 10 benefits: Take your business to the next level with an AI chatbot
by Tamsin Dollin Technology is rapidly changing how companies of all types and sizes conduct business. This is true in the realm of...
Barb Ferrigno
Oct 30, 202311 min read
How to demonstrate the ROI of contact center AI throughout your business
by Tamsin Dollin Contact centers are at the heart of a company’s relationship with its customers. In no other business function do you...
Barb Ferrigno
Oct 29, 20237 min read
Working in perfect harmony: AI and the contact center
by Annette Franz Problem statement: The agent experience drives the customer experience. But when agents get bogged down with mundane,...
Barb Ferrigno
Oct 29, 202311 min read
Build your customer loyalty with great customer experiences through improved AI and agent interactio
by Ana Cordova Did anybody else lose touch with friends during the pandemic? Working remotely and living in this segmented new normal...
Barb Ferrigno
Oct 27, 20234 min read
How AI is Changing Customer Complaint Management
by Brooke Phillips Customer expectations and regulations have changed significantly since Harry Gordon Selfridge coined the phrase “The...
Barb Ferrigno
Oct 26, 20233 min read
Back to the Future: AI transforms the contact center
by Ana Cordova For those of us who are old enough, we remember watching sci-fi movies and predicting what the future would look like....
Barb Ferrigno
Oct 26, 20235 min read
How AI Simulations Are Helping Solve Key Contact Center Staffing Challenges
by Andrea Matsuda As digital channels have multiplied, so too has the demand for multi-skilled contact center agents―those who can...
Barb Ferrigno
Oct 26, 20233 min read
How AI Simulators Act as an Alternative to Hope
by Andrea Matsuda Positioned on the frontlines of a digital revolution, modern-day contact centers must embrace the new multi-channel...
Barb Ferrigno
Oct 26, 20233 min read
Reverse the recessional curse by optimizing AI and automation for long-term digital and back-office
by Andrea Matsuda At the 2022 Beijing Olympics, athletes and experts claimed there was a curve—13—on the 1,615-meter sliding track that...
Barb Ferrigno
Oct 26, 20233 min read
The Role of AI in the Future of Customer Experience
by Einat Weiss In the recent interview, I had with world-renowned futurist, influencer, and thought leader Bernard Marr, we discussed the...
Barb Ferrigno
Oct 26, 20233 min read
Is AI enough? How it takes more than deploying generative AI to stay on the cutting edge
by Elizabeth Tobey Imagine a world where a customer is searching for a solution to a question they have about your product. They skip...
Barb Ferrigno
Oct 25, 20234 min read
Are you ready for the new consumer duty rules? Identify vulnerable customers, comply with regulation
by Richard Bassett The Financial Conduct Authority (FCA) states that many U.K. financial brokers and dealers have a lot of work left to...
Barb Ferrigno
Oct 25, 20234 min read
Understanding the role of generative AI in modernizing customer experience
by Zeus Kerravala Artificial intelligence (AI) is revolutionizing many aspects of business operations, particularly in customer service....
Barb Ferrigno
Oct 25, 20234 min read
How artificial intelligence improves healthcare customer satisfaction scores
by Brooke Phillips The healthcare industry is under tremendous pressure to meet the high standards of customer service that consumers...
Barb Ferrigno
Oct 24, 20234 min read
Top 5 things you need to do to ride the AI innovation wave
by Andy Traba As our CEO Barak Eilam recently said, we’re amid a “technology super wave of far-reaching consequences” simultaneously...
Barb Ferrigno
Oct 24, 20237 min read
How ChatGPT and Generative AI Can Transform the Way You Run Your Business
BY ANDREW AMANN Arguably the first public-facing instance of AI to truly go viral, ChatGPT stands poised to revolutionize many aspects of...
Barb Ferrigno
Oct 24, 20234 min read
4 Simple Ways To Leverage AI Skills For Passive Income From Home
BY KAVYA PILLA In today's day and age, technology has the potential to generate passive income through Artificial intelligence. ChatGPT...
Barb Ferrigno
Oct 23, 20232 min read
The Secret to How Businesses Can Fully Harness the Power of AI
BY GLEB TSIPURSKY Generative AI, when harnessed correctly, has the potential to revolutionize the way companies operate, innovate and...
Barb Ferrigno
Oct 23, 20235 min read
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