The 2025 State of the Contact Center report shows that balancing efficiency and empathy remains a challenge in the fast-changing customer experience space, with contact centers facing dynamic changes ...

98% of Contact Centers Are Using AI, and 61% Are Experiencing More Difficult Conversations, According to New Calabrio Research The 2025 State of the Contact Center report shows that balancing ...

A company in Japan has turned to artificial intelligence (AI) technology to train staff how to deal with demanding customers. The move is aimed at boosting the adaptability of staff and enhancing ...

Not many people like having difficult conversations. Yet, the reality is that, as leaders, we must be willing to sit with the difficult feelings involved and engage in hard conversations. From ...