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Agent burnout is one of the most critical challenges facing contact centers globally today. With turnover rates as high as 45 percent annually in some industries and replacement costs that can exceed 15,000 euros per operator,…

In the context of theartificial intelligence (AI), more and more organizations are implementing machine learning algorithms to automate strategic decisions that impact the lives of millions of people. However, the complex nature of these systems can…

The contact center software market is going through an accelerated transformation phase. The global industry is valued at $49.64 billion in 2025 and is expected to reach $342.54 billion by 2034, with an annual growth rate…

L'omnichannel customer experience now represents more than just a trend; it is a new way of approaching and retaining customers. According to recent industry studies, customers expect a consistent experience regardless of the channel used, and…

Underestimating language barriers, in a now global market, is a big mistake. When a German customer contacts your contact center and has to communicate in English to solve a problem, let's assume, with his or her…

The customer service industry is facing a radical transformation driven by conversational artificial intelligence. According to Gartner, 80 percent of customer service organizations will apply generative AI technologies in 2025, while forecasts indicate that by 2027,…