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A giant, multinational company had been targeted by scammers before, so its agents knew to be on their guard.

When you consider how to best deliver exceptional customer experiences, these days that means you’re going to be talking about AI.

As children, we visit the pediatrician frequently, and in most visits receive vaccines to protect us against diseases. But the older we get, doctors often become the reactive care providers.

For years, many contact centers have been planning and forecasting in intervals of 15 or 30 minutes, depending on the business’ unique characteristics, historical interaction patterns, and evolving call volume trends. A business with average handle times (AHT) of 10 minutes, for example, may find that a 15-minute interval is ideal, while one with slightly longer AHT may find that using a 30-minute interval results in much more accurate requirements calculations.

When one multinational telecommunications company enabled iPhone purchases through its system, its contact centers became a target for chameleon-like fraudsters trying to illegally access free phones and then resell them. How did they do it?

In many ways, formulating a customer experience plan of excellence is like any sport. You’ve put together talented employees across the organization, and now you’re looking to those leaders to build a winning strategy.

ChatGPT is in, chatbots are out. That’s the word on the street.