contact centers

Frontier Airlines shuts down customer service phone lines
The CX implications of Frontier Airlines’ decision to shut down its customer service line
A Complaint Is A Gift 3rd edition Janelle Barlow
Why Janelle Barlow’s ‘A Complaint Is A Gift’ is still relevant after more than 25 years
CallMiner CMO talks through the business case for conversational intelligence
Calabrio finds 30+ point CX perception gap between consumers and contact centers
How 988 contact centers can provide the best caller experience
Talkdesk AI self-service contact centers
AI self-service drops 9% among contact centers
85% of contact center employees seek shift to permanent WFH
72% of consumers want bots to recognize their emotions
Talkdesk agent engagement
Talkdesk VP discusses how brands can keep contact center agents from quitting
Pegasystems manual data entry
51% of call center agents say they lack training to be the voice of their brand