by Alexa Schmitt Bugler | Jul 31, 2026 | Contact Center AI
Types of AI in the contact center include machine learning, artificial neural networks, natural language processing, generative AI and large language models, and agentic AI. All these different types of AI work together in the contact center context to handle customer... by Eglė Račkauskaitė | Jul 31, 2026 | Customer Experience
When your customer base begins to grow, the next strategic step to ensure a seamless experience is to dedicate a contact center team. Building your own customer service contact center takes a lot of resources, including scalable, reliable AI tools and operating... by Eglė Račkauskaitė | Jul 30, 2026 | Artificial Intelligence
Top contact center agent assist platforms like Capacity, Cresta, Balto, and others offer features to empower your team to reach their full potential with automation. Real-time coaching, quality assurance and management, call summaries, and answers when you need them... by Julia Dalton | Jul 30, 2026 | AI Agents & Automation
Voice is still the channel your customers reach for when it actually matters. The billing problem they can’t figure out. The claim that’s stuck. The thing they’ve already tried to solve twice online and now they just want to talk to someone.... by Eglė Račkauskaitė | Jul 27, 2026 | Customer Experience
One of the biggest trends in call center management in the coming years is providing customers with a seamless omnichannel experience. When 79% of customers expect consistent, connected interactions across departments and touchpoints, going omnichannel is the next... 
