Automation for Augmentation: The Smart Blended Future of CX

By Edify

By automating highly predictable and repetitive interactions with machine learning, contact center agents are able to...

Thought Bubbles Q&A: Discussing Contact Center Basics

By Cameron Weeks

Edify CEO and co-founder Cameron Weeks discusses contact center technologies and features, like the changing face of...

4 Ways To Improve Contact Center Culture

By Kendal Rodgers

Customer service representatives face high-stress, long hours, seasonal fluctuations, limited opportunities for...

Why I’m So Into the New Era of CX

By Candace Sheitelman

Companies need to constantly be thinking about what their customers want and need because it’s changing by the year, by...

Emotion Detection--Your CX Can’t Survive Without It

By Kendal Rodgers

Emotions determine brand loyalty and, vice versa, customers’ likelihood of churning. Thanks to developments in emotion...

Humans + Bots Create a Better CX

By Kendal Rodgers

What do customers remember the most about your brand? It’s probably the level of service you provide. And what’s one...

5 Tips for Excellent Customer Support

By Kendal Rodgers

Empower your call center agents to provide better customer support with these five helpful tips and suggestions.

Looking Back at ICMI Contact Center Expo 2019

By Kendal Rodgers

Having a contact center is running a business within a business. The 2019 ICMI Contact Center Expo was held May 13-15...

Cloud-Native Solutions Improve the Customer Experience

By Kendal Rodgers

Robust, cloud-native, next-gen platforms with advanced capabilities are emerging... and combining machine learning with...

Hammond Delivers The Next Level of Omnichannel with Machine Learning

By Kendal Rodgers

Machine learning-powered smart bots, when used appropriately in a modern omnichannel solution, boost both the customer...