Practical thinking on customer experience, AI, analytics and the channel, plus the latest TelXL product and partner news.
UK contact centres are spending more on AI every year, and most of them can't tell you whether it's working. That's the headline from ...
Most contact centre coaching plans start from the same place: a team leader's general sense of who needs help with what, built up from the ...
Cutting through the headlines to focus on the AI that solves real problems
If you've ever pitched AI to a customer and watched their face fall the moment you mention a platform migration, you already know the real ...
Ask a partner how their best, longest-running accounts actually started, and it's rarely with a client signing up for everything at once. ...
Ask most contact centre leaders whether they're "AI ready" and they'll point to a checklist somewhere: cloud infrastructure ticked off, ...
Most partners selling contact centre technology follow the same pattern by heart: you win the deal, you configure the platform, you invoice ...
Ask a reseller how many vendors sit behind their contact centre proposition and the honest answer is rarely one. A CCaaS platform from one ...
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Investing in AI technology is can be about short-term efficiency gains or keeping pace with competitors. However when approached ...
One of the most important distinctions in modern CX technology is the difference between AI hype and AI value. In a market saturated with ...
Product updates, partner opportunities and CX thinking, roughly once a month.
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