AI and automation

Transparency With AI and Humans: The Trust Gap Brands Cannot Ignore

AI has officially moved from the background to the front lines of customer service. In the 2025 holiday season, nearly 8 in 10 shoppers (78%) interacted with AI or automation at some point in...

The Human Advantage in Customer Service: Where AI Assists, Humans Resolve

During the 2025 holiday season, AI had a breakout year in customer service. It showed up in retail chat widgets, return portals, order tracking flows, and automated phone menus. For many brands, AI became...

Contact Center Industry Trends in 2025: Key Trends to Embrace This New Year

As the confetti settles and the champagne glasses are put away, contact center leaders know it’s time for more than just resolutions about hitting the gym or cutting down...

How AI Empowers Contact Center Agents to Provide High-Quality Customer Service

As AI continues to advance, contact centers face a choice: leverage AI to replace human roles or use it to empower agents to connect more meaningfully with customers. Forward-thinking...

How Human Experience in Customer Service Drives Sales & Increases ROI

Imagine walking into a store, ready to spend your hard-earned money, only to be greeted by a robotic salesperson who barely makes eye contact. Frustrating, right? Now, think about...

Tips for Leveling Up Your Home Office Setup in 2023

Prior to 2020, friends and family would often express jealousy about my ability to work from home. The idea of rolling out of bed whenever you want, ditching the...

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