by Eglė Račkauskaitė | May 15, 2026 | Artificial Intelligence
Contact center analytics is a feature that collects, measures, and analyzes data from customer interactions and operations within a contact center to improve performance, personalize customer experience, and fill any service gaps. It’s a crucial differentiator...
by Eglė Račkauskaitė | May 8, 2026 | Artificial Intelligence
Agent productivity in a contact center measures how efficiently agents resolve customer issues — typically tracked through metrics like average handle time (AHT), first contact resolution (FCR) and tickets handled per hour. When you think about the foundation of your...
by Eglė Račkauskaitė | May 8, 2026
A chatbox is a fast, convenient way for customers to: Get instant answers and clear up doubts Make purchases or bookings Check account details Request cancellations or refunds But here’s the thing: many people still mix up chatboxes and chatbots, and don’t know how to...
by Alexa Schmitt Bugler | May 8, 2026 | Artificial Intelligence
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. AI has many applications in contact center operations, from AI agents for self service...
by Eglė Račkauskaitė | May 1, 2026 | Artificial Intelligence
The 9 best Intercom alternatives include Capacity, Zendesk, Freshdesk, Help Scout, Hubspot, HelpCrunch, Olark, Crisp, and Tidio. Users of Inercom often point its steep learning curve and feature limitations, which might have you thinking: is there a better fit out...
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