Resources

Retail is moving into a stage where support needs to be fast, personal, and cost-efficient at the same time. AI in the retail industry is what makes that possible, especially when it is...

When ecommerce customer experience falters, shoppers don’t just bounce—they quietly drain margin across your entire P&L.   From higher acquisition costs to avoidable rework and returns, poor journeys turn your website into a leaky bucket. Below, we unpack...

Internal live chat has become mission-critical in modern contact centers. We’re talking about the live support channel agents use during a call or case — a real-time line to AI, knowledge resources, and escalation support. Instead...

The Customer Experience & Contact Center Forum at The Wigwam in Litchfield, AZ brought together leaders who are rethinking how customer service teams operate. From October 8 to 10,...

Voice is still where loyalty is won, or lost, in seconds. Yet most selection methods for voice roles rely on inconsistent interviews and gut feel.   AI-powered voice assessments...

Smart-sourcing is not about finding more people, it is about finding the right people and paying only for what delivers value.   In a remote delivery model, clients avoid...

Hiring for customer service is no longer just about resumes and reference checks. High-performing contact centers validate capability as well as credibility—which means pairing identity/background screening with automated technical...