CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers

Workforce management is a critical component of any contact center operation. It is responsible for ensuring that the right number of agents are available to handle customer inquiries and managing sch...

22 Sep 20229min

This last part of Amelia's favorite moments from the previous episodes features episode 18, where she tapped into the knowledge of Donna Fluss, Founder and President of DMG Consulting. Here, Donna sha...

15 Sep 20224min

This second part of Amelia's favorite moments and thought-provoking takeaways from her CX Pulse conversations highlights how AI made its way into contact centers and why organizations should embrace A...

1 Sep 20226min

This episode is part one of the 3-part bonus episode where Amelia sourced some of her favorite moments and thought-provoking takeaways from the previous episodes. In Episode 21, Omer Minkara, VP and P...

25 Aug 20224min

Digital transformation is top of mind for companies across industries as they seek to remain competitive in an increasingly digital era. For many, this means turning to automation to unlock new effici...

18 Aug 202213min

In a highly competitive business environment, organizations must keep up with the ever-changing customer journey. To stay relevant, proactive CX has become a focus of attention. That means taking meas...

11 Aug 202214min

Data is increasingly becoming a key differentiator for brands. Today, a new breed of "data rich and famous" brands is emerging, and these brands are using data in innovative ways to create exceptional...

4 Aug 202211min

The recent advances in artificial intelligence (AI) have led to the development of conversational AI, which is responsible for powering chatbots and other similar technologies. This technology is revo...

21 Jul 202211min