The Customer Experience Blog

AI 5 minute read

Generative AI for Customer Support & IVR: What It Can and Can't Do

IVR systems used to be the core of contact center efficiency by routing calls, reducing agent load, ...

AI 5 minute read

The Best Contact Center KPIs for Measuring AI Effectiveness and ROI

AI can speed up support, lower costs, and take significant pressure off your team, but only if it’s ...

AI 13 minute read

Creating 10DLC Compliant Terms of Service and Privacy Policies

Your Terms of Service and Privacy Policy are essential for achieving 10DLC compliance. Here's what ...

AI 4 minute read

Why Use Call Center Artificial Intelligence in Government & Enterprises?

In today’s fast-paced world, the demand for quick, efficient, and accessible service has made call ...

AI 5 minute read

Contact Center Management Strategies for Cutting Costs, Not Corners

Proper and effective contact center management is vital for an efficient work environment. Contact ...

AI 4 minute read

How Contact Center AI Impacts Customer Experience & Agent Productivity

Contact centers are an integral part of many organizations. They’re often the first direct ...

AI 4 minute read

AI for Customer Support is Changing — The Impacts You Need to Know

Proper and effective contact center management is vital for an efficient work environment. Contact ...

3 minute read

3 Reasons to Set Up an Omnichannel Contact Center in 2025

The number-one factor for business success is product quality, right? Wrong. Here’s a sobering ...

3 minute read

What Is Intelligent Call Routing, and How Can It Help Your Business?

Contact centers aren’t what they used to be. In its latest global industry survey, Deloitte notes ...

Cloud Contact Center 4 minute read

From College Kids to Cloud Contact Centers: The History of Platform28

How it all started... Mark Ruggles, CEO of Platform28, is a telecommunications specialist focused ...