Onshore vs Offshore Call Centers: Why Location Doesn’t Fix Customer Service
At its March Open Meeting, the FCC introduced new proposals aimed at limiting the use of overseas call centers and improving customer experience. The discussion
Liad Churchill, Head of Brand Communications
Artificial Intelligence and Deep Learning expert, Liad Churchill, brings depth of knowledge in marketing smart technologies.
Author Posts
What Analysts Are Saying About Visual AI in Customer Service
A new category is starting to take shape in customer service. For years, AI has focused on improving conversations. Chatbots, copilots, and large language models
Why AI Is Failing to Reduce Contact Center Costs
Customer service leaders are under growing pressure to adopt AI. The expectation is clear: improve efficiency, increase self-service, and reduce contact center costs. Yet the
Home Wi-Fi Instability Is Reshaping the Service Model Inside the Connected Home
Home connectivity has become the foundation of how households work, communicate, and manage daily life. From remote work and streaming to smart home automation, the
The Biggest Contact Center Mistakes in the AI Era (And Why They Still Happen)
AI has quickly become one of the most heavily funded areas in customer service. Most contact centers today are already experimenting with automation, copilots, and
How AI Can Enhance Customer Service Agent Productivity Beyond Automation
Over the past few years, AI has become a central part of how contact centers operate. Most service organizations have already seen the first wave
The Home Experience Is The New Battleground
Customers experience the home as one ecosystem. The brands that win will be the ones that can see it clearly and manage it that way.
Customer Experience in Telecom: Why Everything Begins and Ends in the Home
Telecom leaders talk about customer experience as if it were a broad, multi-dimensional concept. They reference omnichannel touchpoints, digital journeys, NPS scores, agent training, self-service
Building a Telecom AI Strategy That Works in the Real World
Telecom executives face intense pressure to define an AI strategy that reduces OPEX, improves customer experience, and prepares the organization for the next wave of
Empathy in Customer Service: Why Seeing the Customer Matters More Than Saying the Right Words
Empathy has become one of the most repeated words in customer service. It shows up in training manuals, leadership presentations, technology roadmaps, and every conversation
The Real ROI of Agent Assist in the Contact Center
Agent assist has become one of the most widely adopted AI capabilities in customer service. Almost every contact center has piloted or purchased some form
When AI Leaves the Screen: What Service Organizations Need to Know About Physical AI
AI in customer service has evolved rapidly, moving from static knowledge bases to real-time agent assistance and, more recently, to agentic systems that automate multi-step
