Tag: Customer service

Sanas AI changes call centre agent voices for CX clarity

The value of a human call centre agent can never be underestimated for consumer-facing businesses. But a thick accent can damage that experience. French call-centre provider Teleperformance SE has partnered with Sanas, a provider of speech understanding technology, to solve...

ServiceNow’s AI agents are changing telecom – here’s how

In collaboration with NVIDIA, ServiceNow has unveiled an AI solution tailored for the telecommunications industry. Leveraging NVIDIA AI Enterprise software and the powerful NVIDIA DGX Cloud platform, these AI agents are set to transform service providers’ operations by automating complex...

The great CX productivity debate: are we measuring success the wrong way?

Customer experience (CX) teams are obsessed with productivity metrics, but are we tracking the right things?  Speed, efficiency and resolution rates dominate performance dashboards, shaping how success is defined. But here’s the real question: Does any of it improve the customer...

This week in CX: why are Americans delaying life goals?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we are exploring the future of feel-good marketing, the impact of inflation on Americans delaying life goals, and why younger employees are experiencing heightened workplace stress. We’re...

GoTo enhances contact centres with AI-driven quality management

GoTo has introduced AI Quality Management for its GoTo Connect Contact Centre—the latest tool that leverages generative AI to automate reporting and analysis. This solution transforms how businesses train and coach their customer service teams by delivering instant, actionable insights. “With...

Condor Airlines partners with Talkdesk to modernise and personalise customer support

Condor, a German airline, has chosen Talkdesk to bring its contact centre operations in-house, leveraging AI-powered solutions to enhance customer experience. By adopting Talkdesk’s advanced cloud-based contact centre technology, Condor aims to facilitate operations, gain deeper customer insights, and improve...

AI agents are ready to do business on your behalf

First we had chatbots, then AI helping overworked support agents to improve customer experience. Now agentic AI (aka AI agents) is the CX hot topic, promising a focused and smart approach to addressing customer needs. But for non-tech types, what...

Is your business missing out? 32% of customers want more chatbot interactions in 2025

Vonage has unveiled its latest customer engagement report, which highlights the evolving consumer preferences for business communications and shows the increasing role of artificial intelligence (AI) in enhancing customer interactions. “A highlight of this year’s results is the reinforcement on the...

This week in CX: can AI and humans coexist in CX?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re exploring the growing tension in the work-from-home debate, how Gen Z employees are driving the shift toward remote work, and why adding a human touch...

Can automation enhance your contact centre experience?

A recent Talkdesk report reveals that many contact centres still rely heavily on live agent interactions despite technological advancements. The data highlights key challenges, such as inefficient IVR systems, lengthy hold times, and agents struggling with time-consuming manual tasks, all...