contact centers

59% of contact centers lack a responsible AI policy
70% of contact center managers believe AI will mean more agents
83% of customer service managers adding gig talent in the next two years
The false pretense behind AI-based customer service agents
Generative AI brings 14% productivity boost to contact center agents
Less than 10% of contact centers have agents collaborating on support
How Amazon pursues innovation in customer service
Only 11% of surveyed contact centers have agents fully in-office
Talkdesk’s chief customer officer discusses the ongoing need for a human touch in CX
A Zen master’s advice for dealing with ‘difficult’ customers