In 2026, contact center AI succeeds or fails based on orchestration, governance and trust — not smarter models.

In January after coming out of the rush of the holiday peak season, here’s a great way to augment your post mortem and planning for 2017: Benchmark your company’s key performance metrics against other ...

MILLERSVILLE, Md., Sept. 8, 2025 /PRNewswire/ -- CallTrackingMetrics, a global conversation analytics company, today announced the launch of VoiceAI, an advanced AI-powered voice assistant solution ...

HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced that Penrith City Council has selected NICE’s CXone cloud native platform to deliver an enhanced customer experience with improved ...

When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...

Customer experience continues to be a key contributor to business success and growth. Study after study shows that a good CX not only helps foster loyalty, but also contributes to a higher revenue — ...

Contact center AI is increasingly integrated directly into call center software, making advanced capabilities available to agents without added complexity. AI bots now help answer routine questions, ...

INCLINE VILLAGE, Nev., Oct. 31, 2019 /PRNewswire/ -- Earlier this week, Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented three sessions at the Annual ICMI Contact Center ...

Discover quality assurance best practices that can elevate customer satisfaction and improve agent performance. Follow these actionable insights to improve your contact center operations. Contact ...

The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...