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Buyer Beware: How to Choose AI Software That Won’t Let Your Contact Center Down

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Implementing AI software in your contact center can either be the best decision you make or a costly misstep that drains resources without delivering real value. If you’ve felt the pressure to adopt AI but are wary of the hype, you’re not alone. AI isn’t a magic bullet—it’s a tool, and its effectiveness depends on your ability to select, deploy, and use it strategically.

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Using Training Analytics to Improve Agent Retention

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Agent retention is a critical challenge in many industries, but especially so in customer service and support. High turnover rates can be costly for companies, both in terms of training new hires and in the potential loss of institutional knowledge and customer satisfaction. As the workplace becomes more data-driven, advanced analytics is emerging as a key tool in understanding and improving agent retention.

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Gen Z Is Changing the Workplace–Is Your Training Keeping Up?

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Born between 1997 and 2012, Gen Z has grown up in an environment with technology at their fingertips, constantly engaged and receiving informationand they expect the same from their workplace learning. Yet, many companies still rely on traditional training methods that fail to engage or prepare employees for real-world challenges. The result? High turnover, disengaged employees, and missed business opportunities.

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How Agent Stress Can Tank Your Customer Service Scores

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Stress among agents isn’t just an inconvenience—it’s a silent performance killer. Studies show that agent stress levels directly impact customer experience (CX) scores, leaving many organizations wondering why their customer satisfaction rates aren’t hitting the mark. According to recent statistics, over 70% of contact center agents report feeling high levels of stress on a daily basis, and this pressure can lead to burnout, increased turnover, and ultimately, lower CX scores.

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How to Make Agent Feedback Stick in High-Pressure Environments

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Providing feedback is one of the most powerful tools for improving agent performance, but in high-pressure environments like contact centers, its not always easy to make that feedback meaningful. Generic coaching, delayed reviews, or feedback that lacks actionable steps often gets lost in the daily rush of customer interactions. So, how can you ensure that your feedback truly sticks and leads to lasting improvement?

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5 Ways Lean CX Teams are Using AI to Punch Above Their Weight

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For small CX teams, embracing new technology is no longer just an optionits a game-changer. With limited resources and high expectations, lean teams are finding ways to make a massive impact by leveraging the power of AI. These tools arent just filling gaps; theyre transforming how work gets done, enabling teams to achieve results that were once out of reach for their size and budget.

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From Downtime to Showtime: How AI Training Partners Turn Practice into Performance

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Every contact center agent has downtimeits inevitable. But what if that downtime became the most valuable part of their day? Enter AI-powered training partners, tools designed to make on-the-job learning seamless, effective, and engaging. The Downtime Dilemma – When agents arent taking calls, valuable minutes tick by. This downtime often goes underutilized, leaving agents stagnant in their skills.