Joshua Coleman

Balancing AI Efficiency with Human Well-Being

In the environment of the rapid contact center of today, managers are faced with a myriad of challenges which can have a significant impact on the operational efficiency and well-being of employees. One of the most urgent problems is the professional exhaustion of agents, a phenomenon exacerbated by the growing complexity of customer interactions and…

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The FBI prevents the iPhone, Android users delete

The FBI has has issued a national warning About a new wave of “SMISH” attacks spreading to the United States. SMISHS SMISHS Texts Fraudulent messages are sent via SMS (Short message service) or text messaging with the intention of encouraging recipients to reveal personal information, such as passwords, credit card details or other sensitive data….

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Google Refreshes Its Customer Engagement Suite, Includes a Console to Build AI Agents for Self-Service

Google has unveiled several progress from its customer commitment suite. The suite houses its CCAA offer – formerly the AI ​​platform of the Google contact center – alongside several solutions of the conversational AI. Many of its basic capacities are obvious in the graph below. The Google customer client engagement suite with Google AI Consider…

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