While transcripts and operational records show what happened, the harder challenge is capturing why an employee recognized a ...

As AI gives all contact center platforms the same performance-boosting features for humans, the competitive gap will move to ...

Contact center AI increasingly routes customers, prioritizes cases and triggers resolutions without waiting for an agent, which means a recommendation can become a completed action before a person ...

These three priorities offer platform providers more of an advantage than any individual type of channel partner.

Justin Robbins is senior manager, content marketing at Talkdesk. Over the past two decades, Justin has grown from a front-line customer service agent to one of the most recognizable faces (and bowties ...

Kevin is a partner with enableUC, a company that helps measure, monitor and improve UC and collaboration usage and adoption through a unique set of products and services, including the knowledge ...

Welcome to No Jitter’s Conversations in Collaboration, in which we speak with executives and thought leaders about the key trends across the full stack of enterprise communications technologies. In ...

For years, enterprises have worried about technical debt, the long-term costs created by taking shortcuts in software development. Now, thanks to the growing prevalence of generative AI applications ...

Contact center agent churn has traditionally been high. “Attrition in the US right now is about 30% on average, and that’s been pretty standard for the past seven or eight years,” said Steve Morrell, ...

Claudeforce runs on top of Salesforce “via our new AIforce UI harness…. Here, the UI is the AI — allowing you to build custom apps dynamically and answer any enterprise question,” said Benioff in the ...

Agentic AI is the standard-bearer for digital labor – autonomous AI agents that perform tasks for knowledge workers so organizations could do more with fewer people. Built using large language models ...