The Cost of Ignoring the Contact Center in Customer-Facing AI Decisions
Not long ago, I spoke with a contact center leader who had just finished an “AI transformation.” On paper, it looked like a success. The vendor promised auto...
Guest Blogger · 19 Sept 2025
Can AI Solve Accent Bias in CX? The Ethics of Voice Tech
CX Today sits down with Sanas to explore whether AI accent translation can smooth customer interactions without erasing cultural identity in the process.
Guest Blogger · 2 Sept 2025
Trust or Bust: How to Secure Contact Center AI
AI is redefining customer interactions, but its rapid rise has brought an equally rapid emergence of risk. From hallucinations to compliance breaches, the pr...
Guest Blogger · 11 Aug 2025
AI Hallucinations Are a Roadblock. Here’s How PolyAI Is Helping Enterprises Push Past Them
CX Today and PolyAI explore how retrieval-augmented generation helps voice AI overcome hallucinations, giving enterprises more accurate, trustworthy customer conversations.
Guest Blogger · 6 Aug 2025
How a CDP Goes Beyond a CRM and Unleashes Omni-Data Insights for Your CX
The customer experience landscape is evolving rapidly, and traditional CRM systems are struggling to keep pace with modern demands. In this insightful conver...
Guest Blogger · 5 Aug 2025
The Six Innovations Behind Cyara's Next-Gen Platform
Watch on YouTube Join Floyd March in this insightful conversation with Cyara's Christoph Börner , as they unpack the launch of Cyara’s new platform designed ...
Guest Blogger · 4 Aug 2025
Empathy, AI and the Contact Center Conundrum
The headline figures are an illuminating read for innovative leaders in the CX space. With 40 percent of contact centers reporting increased demand for 24/7 ...
Guest Blogger · 4 Aug 2025
18 Use Cases for Agentic AI in Customer Experience
If you are wondering what all the buzz about Agentic AI is, I thought I’d weigh in. We've had chat and voice bots in customer service, sales, and marketing f...
Guest Blogger · 13 Dec 2024
Bringing Vision to Customer Support: A New Era in CX with TechSee
In the realm of customer service experience (CSX), the real challenge isn’t just adopting new technologies - it’s leveraging them to enhance service for cust...
Guest Blogger · 28 Oct 2024
Improving Customer Experience Outcomes with Customer Journey Management
Customer service journeys are often unnecessarily complex, involving multiple channels with little in the way of a handoff, leading to poor outcomes for both...
Guest Blogger · 20 Sept 2024
Are You Delivering an Inclusive Customer Experience?
With two British adults out of three self-declaring a vulnerability (including almost one million individuals with dementia and nine million without internet...
Guest Blogger · 30 Aug 2023
86% of Consumers Say a Company Is Only as Good as Its Service
86 percent of global customers say a company is only as good as its service, according to a new benchmarking report from Genesys. Yet, this is only one stati...
Guest Blogger · 29 May 2023
Overcommunication: One of Customer Experience's Greatest Sins
Almost one in four consumers have reported switching brands or not renewing a subscription because the company sent too many emails or text messages. The fin...
Guest Blogger · 24 May 2023
Convergence of Solutions: What Does It Mean for CX Teams?
Organisations may talk about building complete, end-to-end views of the customer journey – but that’s almost impossible to do well without bringing data toge...
Guest Blogger · 20 Sept 2022
Placing Contact Centres Under the Microscope
The contact centre as we know it has been around since the early 1980s. Banks of people answering questions initially by phone, then email, and now by any nu...
Guest Blogger · 9 Aug 2022
Why the Cost-of-Living Crisis Will Force CPG Brands to Put Consumers Front and Centre
Inflation is rising at its fastest pace in three decades, driving up the cost of food and fuel, and subsequently the prices of a range of consumer products –...
Guest Blogger · 13 Jul 2022
Why Is a Proactive Customer Service Approach Crucial in 2022?
The past few years have been a whirlwind. Amongst the angst of the pandemic, organisations have been doubling down on digital innovation. Although, it has no...
Guest Blogger · 22 Jun 2022
Why Design Should Come Before Technology in CX
Few customer-facing businesses would argue against the fact that technology plays a critical role in great customer service delivery. But did the advent of t...
Guest Blogger · 18 May 2022
VoIP vs PBX: Which Business Phone System Will Meet Your Needs?
Good communication and a reliable business phone system are critical to ensure seamless contact center conversations. In terms of the latter, many businesses...
Guest Blogger · 11 Mar 2022
Why WFO is the Key to CX Success in 2022
Workforce optimisation (WFO) is no longer a nice-to-have for large businesses but should instead be an essential part of a strategy for successful customer s...
Guest Blogger · 4 Feb 2022
LivePerson Leverages AI CX to Support Travel Industry
Watch on YouTube . In this session we discuss the following: Conversations with customers in the travel industry right now Challenges in the travel industry ...
Guest Blogger · 7 Dec 2021
How AI is Shaping Call Centre Technology
Until recently, speed and accuracy were the two attributes call centers valued most in outbound predictive dialer software. And for good reason: By accuratel...
Guest Blogger · 11 Nov 2021
Puzzel: Using Digital Engagement in Customer Service
Customers today are becoming more digital. Instead of picking up the phone when they have a query or issue, they’re jumping first to a company’s website or a...
Guest Blogger · 11 Nov 2021
Cyara: Connecting At-Home and Remote Teams with LiveVQ
Sporadic technology failures, lack of control over homework environments and stressed agents apologising for less-than-ideal voice quality teamed with an eve...
Guest Blogger · 10 Nov 2021
How Comprehensive Customer Support Can Ensure Event Success
Behind every successful virtual and hybrid event is a team of support specialists. They are there to put out the online fires, from login failures to streami...
Guest Blogger · 4 Nov 2021
The Impact of Speech Analytics on the Customer Experience
Today’s world is all about digitalization, omnichannel presence, and instant access to information. As a result, customers have turned into somewhat impatien...
Guest Blogger · 19 Oct 2021
Top 4 Ways to Reduce Agent Churn
Somewhere in the neighbourhood of 3 million customer service agents work in America, representing 2% of the US workforce. These agents are on the front lines...
Guest Blogger · 17 Sept 2021
Evolving Helpdesk to Navigate New Technology Ecosystems
Most business models are drastically different from two years ago. Many companies have shifted to remote and digital strategies, and in response, consumer an...
Guest Blogger · 2 Sept 2021
COVID No Excuse: How to Prevent Customer Service Complaints
Customer service complaints are at their highest level since 2009 according to The Institute of Customer Service . Its study of 10,000 people found a quarter...
Guest Blogger · 24 Aug 2021
How Contact Centres Can Keep Agents Engaged Post-COVID
The overwhelming majority (91%) of contact centre professionals, polled in a recent survey commissioned by Enghouse Interactive , said they were likely to le...
Guest Blogger · 17 Aug 2021
Is Human-Powered Omni-Channel the Next CX Trend?
Companies across all sectors are doubling down on omni-channel as part of their customer experience strategy. But, this doesn’t mean people want technology m...
Guest Blogger · 16 Aug 2021
How Do Sales Automation Strategies Work?
A well-thought-out automation strategy can help expand customer outreach and lead to increased revenue. Recent research by McKinsey shows that 30% of sales-r...
Guest Blogger · 22 Jul 2021
Talkin' About a Revolution: Contact Centres and the New Era of Customer Experience
Charanya Kannan, chief product and engineering officer at Talkdesk , explains why contact centres are an essential part of any CX strategy. Gone are the days...
Guest Blogger · 21 Jul 2021
Turning the Contact Centre from Cost Centre
Over the years, the contact centre has often been seen as a necessary but costly function of the business, generating multiple expenses: from agent salaries ...
Guest Blogger · 22 Jun 2021
Scale Support Efforts Through Foreign Language Chat
Due to the current business climate, global expansion may not be at the top of every organisation’s to-do list. However, as companies look toward the future,...
Guest Blogger · 21 Jun 2021
Re-Humanising the Contact Centre with Help from AI
As we look back at the past 12+ months, no industry came away unscathed by COVID-19. The most visible offshoot for contact centers over this period was clear...
Guest Blogger · 31 May 2021
AI to Reduce Customer Survey Fatigue
Do you hate taking customer surveys after you buy something or had a service request? Whether you're buying clothing, airline tickets, a car, a laptop, or sh...
Guest Blogger · 26 May 2021
The CX World Must Get Smart About Gamification
Deployed intelligently, discounts are valuable tools in the battle for customers’ online spending, acting as important triggers for purchases and upsells. In...
Guest Blogger · 18 May 2021
IPI: Post-COVID Opportunity for Contact Centres
The pandemic has forced unprecedented change upon the contact centre. Over the last year, contact centres across the country have had to quickly usher in tec...
Guest Blogger · 27 Apr 2021
Enghouse Interactive: The Digital by Default Pitfall
An unavoidable result of the hybrid model of working that has emerged from the pandemic is a greater pressure on businesses to strike the right balance betwe...
Guest Blogger · 17 Mar 2021
Zing: Contact Centres Must Re-think Their Customer Relationships
The growth of Software-as-a-Service (SaaS) offerings is well acknowledged, with Gartner now estimating that it will rise from $105 billion in 2020 to $140 bi...
Guest Blogger · 11 Mar 2021
How Call Tracking Drives Revenue and Boosts CX
The COVID-19 pandemic has led marketers and advertisers to step back and re-evaluate their current strategies. Due to the drastic impact of the outbreak and ...
Guest Blogger · 9 Mar 2021
Bot Revolution to Permanent WFH: What 2021 Has in Store for CX
With business planning in full swing, this time of year is often rife with predictions. But in the contact centre industry, looking backwards can often give ...
Guest Blogger · 15 Feb 2021
Unifying Voice & Digital Interactions in 2021
Remember the good old days? When the phone was the only way to interact with the contact centre? You could only queue as many calls as the on-premise ACD ser...
Guest Blogger · 8 Feb 2021
2020 Upended the Call Centre, Here’s What’s 2021 Will Bring
The COVID-19 pandemic has forced over 50% of companies to fast track digital transformation initiatives—compressing years of well-thought-out plans into mere...
Guest Blogger · 29 Jan 2021
2021 Intelligent Voice Assistant Goals: Pivoting for the Post-COVID Era
As the world transitioned to a work-from-home remote workforce overnight in 2020, voice technology experienced a few transitions of its own. Here are four ke...
Guest Blogger · 20 Jan 2021
2021: Are You Ready to Ride the Omni-Customer Wave?
No CX professional will forget 2020 any time soon. Surging voice call volumes during the Covid-19 pandemic saw severely understaffed customer experience team...
Guest Blogger · 18 Jan 2021
Business is All Digital: Time to Future-Proof Your Contact Centre
Digital transformation is imperative for business to thrive but, until this year, there were still several organisations that were laggards. The pandemic put...
Guest Blogger · 1 Dec 2020
Three Reasons to Move your Contact Centre to the Cloud
The COVID-19 pandemic, and the impact it has had on office-based working, has undoubtedly underscored the importance of business agility and flexibility. Thi...
Guest Blogger · 13 Nov 2020
Predicting the Contact Centre Future
The pandemic has changed our views and experiences of so much it's almost difficult to remember what "normal" was. As the pandemic stretched from weeks into ...
Guest Blogger · 6 Nov 2020
The Rise of Digital: Conversational Interfaces, Virtual Assistants & Bots
Conversational interfaces (AI) and virtual assistants are facilitating the rise of fully integrated digital channels. As an industry we’ve been talking about...
Guest Blogger · 5 Nov 2020
Data Analytics - Adapt and Make Better Decisions
Data is everywhere. From one telephone call alone, businesses can be presented with 600 pieces of insight. Such a powerful amount of intelligence can truly e...
Guest Blogger · 27 Oct 2020
Evolving CX to Meet Customer Needs in the New Normal
Watch and subscribe on YouTube . UC Today guest host, Clare Muscutt hosts Matt Clare, Director of Contact Centre Solutions at Mitel . In this session we disc...
Guest Blogger · 9 Oct 2020
Make the Most of your Chatbots: 3 Common Misconceptions
Chatbots have been widely adopted in the past year, and their growth shows no signs of slowing: a recent Gartner study found that by 2022, 70% of white-colla...
Guest Blogger · 25 Sept 2020
AI: Its Role in Post-Pandemic CX
Prior to the pandemic, it was already widely understood that artificial intelligence (AI) would play a major role in shaping the future of customer service. ...
Guest Blogger · 21 Sept 2020
Safety First: Driving Security and Compliance in SMB Contact Centre
Cybers ecurity is a key consideration for businesses of all sizes . This is especially true in today’s increasingly digital world, which has expanded even fu...
Guest Blogger · 3 Sept 2020
5 Signs Your Contact Center Needs a Communications System Upgrade
Due to unprecedented circumstances created by the pandemic, contact centers have quickly become more critical than ever before. As an overwhelming number of ...
Guest Blogger · 1 Sept 2020
Build vs. Buy – What’s Right for your Contact Centre?
When debating the difference between buying a contact centre solution off the shelf or building your own bespoke, the analogy often used is houses: is it bet...
Guest Blogger · 19 Aug 2020
Branded Voice Calls - Customer Engagement Breakthrough?
It’s a fact: the majority of people don’t answer calls from numbers they don’t recognise. While endless calls from unknown sources is undoubtedly a pain for ...
Guest Blogger · 17 Aug 2020
How the Contact Center will Flourish Post-COVID
With some trepidation, companies around the world have realized that being forced to quickly pivot to a remote work environment has jump-started a workforce ...
Guest Blogger · 14 Aug 2020