Contact Center Related Topics 
eglobalis
MARCH 24, 2025
This detailed analysis explores the current limitations that prevent AI agents from fully replacing human operators in contact centers, supported by practical examples from industry leaders across sectors, revealing why human involvement remains indispensable.
InMoment XI
DECEMBER 18, 2024
Contact centers play a significant role in customer experience management. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations.
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eglobalis
APRIL 6, 2025
This three-part analytical series aims to dissect and explain the most critical dimensions of value creation in technology, telecom, contact centers, and high-tech manufacturing. In contact center outsourcing, a BPO that makes script updates or dashboard access easy gains favoreven if its core service is similar to competitors.
eglobalis
APRIL 15, 2025
Twilio Flex , a programmable contact center platform, is built entirely around client-side customization. For example, an ERP deployment in automotive might require deep integration with just-in-time manufacturing systems and local labor compliancecustomization makes this possible.
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In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers.
BlueOcean
MARCH 24, 2025
When outsourcing customer support whether for the first time or the fifth time your company’s relationship with the contact center is understandably complex. The contact center SOW is the framework for your relationship. Thats where a formal Statement of Work (SOW) comes into play.
BlueOcean
APRIL 7, 2025
And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Potential contact center partners should be able to articulate their breadth of AI capabilities and the processes that unleash their value. We want to make it easy for you.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Cognigy is leading the way in developing this technology for contact centers. What is AI-First? Agentic AI: Explore how future AI will solve problems and make decisions without human input. Why AI Agents?
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation. This no-fluff, executive-ready guide shows you how to capitalize on the transformation.
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51% of contact center leaders have already integrated AI into customer interactions. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. Social platforms are now becoming mainstream contact center channels.
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In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Employees and employers are now used to working from anywhere and finally have the collaboration and communication tools to do so. Empower your agents to serve your customers better from anywhere.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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What does the contact center of the future look like? Read this eBook to discover how to implement AI for the best results in your contact center. An Al solution with only the highly technical or difficult calls coming to a human agent is what your organization needs.
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