Running a high-performing customer experience (CX) operation means managing, unifying, and acting on extensive amounts of data. Contact centers today rely on a broader array of data than ever before to enhance routing, handling, training, coaching, performance, and forecasting. The result? Better, easier, and more contextualized customer interactions. However, managing such a vast amount of […]
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As we know, artificial intelligence (AI) did not begin in 2023 with the public launch of ChatGPT, despite its meteoric rise and mass awareness. AI has been with us far longer than many people realize. Oxford dubs AI as: “The capacity of computers or other machines to exhibit or simulate intelligent behavior.” This is an automated process. […]
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One size workforce engagement management (WEM) no longer fits all. That’s the major theme in Frost & Sullivan’s 2024 customer experience (CX) survey. It also showed that with most channels, satisfaction is virtually the same. So, what can contact centers do to improve? To achieve better CX, contact centers need to focus on strategy, technology, […]
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What does it mean to take control of your customer experience (CX) with a workforce engagement management (WEM) solution? That’s what Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, and SuccessKPI CEO Dave Rennyson discussed during their fireside chat. Next generation WEM can help contact centers take control of their CX by: But WEM’s […]
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Running a contact center without an exceptional workforce management (WFM) system is like planning for a vacation without knowing what the weather or location you sleep will be like at your destination. Much like ending up in the Arctic with only beach clothing, lacking visibility within your contact center workforce will lead to some highly […]
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With the We the Resilient conference approaching, Vibrant’s CTO, Grant Riewe, recently sat down with SuccessKPI’s CEO Dave Rennyson to discuss how executives can lead from the front with mental health initiatives, and more. We the Resilient Conference Vibrant’s We the Resilient Conference takes place in Nashville October 1st through 3rd this year and aims to empower […]
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Discover how AI-powered speech and text analytics enhances travel center operations.
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Contact Center Builder improves business outcomes through rapid deployment
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How to know precisely what customers want from you now and in the future
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