Latest Call Centers Articles

What Saves Money on Every Interaction but Costs You the Customer?

We're Getting CX All Wrong. Even the Name Doesn't Fit.

Owning the Seams: Where CX Leadership Earns Its Seat

Is CX Really the Revenue Driver We've Touted for a Decade?

Kustomer Architect Aims to Replace CX Deflection Metrics With Business Outcomes

Empathy at Scale: How Human-Centered AI Turns CX Into a Growth Engine

Why Your Go-Direct Commerce Strategy Has a CX Debt Problem

2 Dashboards, 1 Confused Customer: The Real Cost of CX-AI Separation

Forget Handle Time: Customer Satisfaction Is Now the Top AI Agent KPI

At Relate 2026, Zendesk Launches AI Agents Priced on Resolutions, Not Seats

Internal Fluency Is Ruining Your Customer Messaging

PolyAI Makes Enterprise Conversational AI Self-Serve

Why Emotional Loyalty Outlasts Any Points Program — and What AI Can't Replace

1 Investment, 2 AI Fronts: The Case for Unified Knowledge Infrastructure in CX

The CX Stack Is Breaking. Are End-to-End Platforms the Fix?

Quiq Launches Voice AI to Unify Enterprise Customer Experience

Chatbase Launches Voice AI for Phone Support

Agentic AI in CX: Friend or Foe of Human Agents?

What NiCE's Q1 2026 Results Reveal About Agentic AI in the CX Enterprise

The Best CX Teams Have Ditched the Help Desk for a 'Hope Desk'

8x8 Updates Platform for CX with AI Studio, Real-Time Analytics and Silent Mobile Authentication

Sierra Raises $950M at $15B Valuation, Eyes Transformation Beyond Customer Support

Microsoft Launches Real-Time Voice Agents, New Agentic Features Across Dynamics 365 CX Portfolio

ASAPP Adds 5 AI Agents to Customer Experience Platform

Real-Time CX Is a Lie If Your Systems Aren't Aligned

Amazon Acquires NLX to Accelerate No-Code AI Deployment in Connect

Stop Blaming AI: Why Your Customer Service Experience Feels Broken