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The Power of Alerts and Automated Actions in Contact Centers
Managing a contact center is no small feat. With high volumes of incoming calls, chats, and emails, there’s always the risk of things...
How on-demand customer service is revolutionising peak period scaling
In an era of high customer expectations, the ability to scale on-demand customer service during peak periods is not just a competitive...
The Importance of Real-Time Reporting in Contact Centers
In today’s fast-paced business environment, contact center managers must ensure they stay ahead of growing customer expectations, the...
Building Customer Loyalty Through the Right CX Tools: What Every Brand Should Know
With so many choices at their fingertips, customers can easily switch to a competitor. So, how do you ensure they stick around? The...
In Conversation: How Agent Copilot Bots Deliver AI Business Outcomes
In today’s contact centers, agent copilots are revolutionizing efficiency and customer experience. Kelly Koelliker, VP of Content...
AI Agents: Revolutionising No-Code Integrations in the Konnect Insights App Marketplace
The Power of No-Code Integrations in Konnect Insights Businesses are increasingly seeking ways to streamline operations without the...
AI Agents in Social Listening: Transforming Insights into Action with Konnect Insights
Artificial intelligence is reshaping how businesses handle information—allowing us to process vast streams of unstructured data in...
2025 CX Insights: Trends, Strategies, and What’s Next for Your Business?
As we enter 2025, Customer Experience (CX) remains a key driver of business success, directly impacting growth, loyalty, and...
AI in Contact Center Quality: The Promises and Pitfalls
Your contact center quality program is crucial for the success of your business. It’s a cornerstone for ensuring consistently...
Why Failing to Invest in Scalability Hurts Your CX Strategy
What happens when your CX strategy isn’t built to grow? Failing to invest in scalability can cripple your customer experience, leaving...
Doubling Agent Capacity with Verint Agent Copilot Bots
Whether you see it as “cutting call times in half” or “doubling agent capacity,” the ability to shave 50% off your call handle time is a...
How modern brands measure ROI on CX platform
CX is a critical business strategy that directly impacts revenue, customer retention, and brand loyalty. 80% of customers say experience...
Case Study: Dutch Railways Gets Omnichannel On Track
NICE CXone implemented for a complete redesign of Dutch Railways customer service omnichannel practices. CUSTOMER PROFILE ABOUT Dutch...
Empower IT and Data Science Teams with Unique Behavioral Data
Welcome to our final installment in our blog series on the power of data-driven interaction analytics. The first blog illustrates how...
Case Study: Great Southern Bank Transforms Customer Service and Reduces Operational Costs
Great Southern Bank improved customer service and efficiency by enhancing its CXone Mpower platform with AI-driven automation. CUSTOMER...
IDC and Sprinklr Unveil New Research on 2025 AI Priorities
Report surveyed 500 contact center and 500 marketing leaders on their goals for AI-led CX transformation. NEW YORK, NY — October 30, 2024...
Voice of the customer: Driving customer satisfaction and retention in financial services in 2025
In 2025, CX leaders in the financial services industry face a critical juncture. Customers and clients expect seamless, intuitive...
Exclusive Insights: Two Social Platforms That Had a Moment in 2024 and what to Watch in 2025
With a top-performing IPO and massive user surge, Reddit and BlueSky were two of the most talked about social platforms of 2024 and are...
Beyond the buzz: The real impact of AI in customer experience
As a customer service leader, you've likely found yourself both excited and overwhelmed by the constant buzz around artificial...
Contact Center Playbook: The Era of AI-first Experiences
Love it or hate it – you just CAN’T ignore AI anymore. Its transformative power is being felt among businesses across industries...
Contact Center Automation: Reduce Agent Burnout and Boost Customer Satisfaction
Contact center automation streamlines operations, reduces costs, and helps deliver effective customer service. There are various types of...
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