Contact Center Related Topics 
CCNG
JUNE 18, 2025
As contact centers evolve in the age of automation, the demand for agentic AI solutions —AI systems that can perform tasks autonomously and interact intelligently with users—has never been greater. Contact centers typically aim for accuracy rates of 85% or higher, especially for systems handling critical inquiries.
ShepHyken
OCTOBER 28, 2024
How does AI contribute to transforming contact center agents into brand ambassadors? How does generative AI reduce labor costs in contact centers while maintaining human involvement? How does generative AI reduce labor costs in contact centers while maintaining human involvement?
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CCNG
NOVEMBER 13, 2024
This marked a shift away from on-premises software that required employees to be physically present at the contact center. Cloud-based software solutions, like Contact Center as a Service (CCaaS), followed suit, promising flexibility and scalability.
CCNG
OCTOBER 26, 2024
Poorly managed contact center QA programs can lead to costly inefficiencies. The Efficiency Equation: Tackling Hidden Costs in Contact Centers Many contact centers today struggle with inefficiencies stemming from inconsistent processes and poorly defined performance standards.
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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.
CCNG
APRIL 3, 2025
In response, we are seeing traditional contact centers evolving into Customer Experience Centers (CECs)strategic hubs designed to enhance engagement, optimize efficiency, and build lasting customer relationships. Why the Shift from Contact Centers to Customer Experience Centers?
CCNG
JANUARY 8, 2025
If doing the same thing led to a different outcome, the current contact center concept and setup would still be wildly successful. But while weve reached the edge of the current customer service strategy and architecture, weve arrived at the frontier of something entirely new: the AI-first contact center.
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Discover a new approach to reducing contact center attrition with our in-depth eBook. Elevate your contact center with our insights and practical recommendations, paving the way for reduced turnover, improved morale, and superior customer service. This is your roadmap to a more effective, fulfilling workplace.
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Get our free ebook and learn how to transform your contact center into a revenue powerhouse before your competitors do. Discover how AI slashes costs, scales loyalty, and supercharges your agents, without replacing them. It’s not the future; it’s happening now. Early adopters win big. Don't wait.
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The C²Perform Index (C2PI) is a free, quarterly research report built by support practitioners that analyzes over 100 million customer support and contact center interactions across more than 30 countries.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
NobelBiz Ebook: STIR/SHAKEN for Call centers: How STIR/SHAKEN came to be and the legislation mandating it How STIR/SHAKEN impacts the contact center industry What is STIR/SHAKEN and how attestation works
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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.
Speaker: Robert Bradshaw, President, Got/IT
For too long, contact centers have been unable to continuously and precisely value the true cost of decisions across each contact channel and team in a way that is actionable, understood by everyone from C-level to agent, and manageable.
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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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