CALLTOWER Blog

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Contact Center (6)

Contact Center Trends

5 min read

Top 7 Contact Center Trends to Watch Out For in 2024

Let’s look at some eye-opening statistics that will help contact centers prepare to meet 2024 head-on.

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Contact Center Chat

1 min read

The Decline of Contact Center Voice Interactions is a Shift in Customer Service Dynamics

The rise of digital channels: One of the key factors contributing to the decline of voice interactions is the growing prominence of digital channels...

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AI and cloud contact centers. People sitting as a desk with clouds above.

2 min read

AI and Cloud Contact Centers: A Match Made for Customer Experience

Introduction It is no secret that modern customer service has been transformed by technology. Artificial Intelligence (AI) is the latest such...

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Conversational AI

1 min read

Conversational AI: Transforming Insurance Contact Centers

Discover how insurance contact centers are increasingly adopting AI to enhance customer service. This strategic shift is drastically lowering...

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CX Contact Center Priorities

3 min read

These are your Top 5 CX Contact Center Priorities

We get it – it’s not just about meeting metrics or the bottom line, but also the way customers feel about their interactions. It’s about striking a...

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AI-driven Learning in Contact Centers

4 min read

Unleash the Power of AI-driven, Proactive Learning Management Systems for Contact Centers

In this blog, we’ll explore the importance of proactively using AI-powered LMS in contact centers and how it benefits both the organization and its...

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a group of people working and sitting at a desk

2 min read

Five9 Tops 2023 Gartner Magic Quadrant in CCaaS Excellence

Introduction Being recognized as a leader in any industry is a significant achievement, and no less than being named one in the 2023 Gartner® Magic...

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Contact Center Agents and AI

2 min read

Contact Center Agents and AI, a Customer Service Dynamic Duo

AI complements human agent capabilities – with the keyword being “complements,” as agents are equipped with an emotional and intuitive understanding...

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