Agents are the most critical resource in a contact center and yet the hardest to retain, as evident in high attrition rates. As per a NICE inContact-sponsored ICMI survey of 179 service and support ...
HANCOM said on the 12th that its AI agent service "Hancom Assistant" became the first among domestic AI solutions to obtain the "AX (AI Transformation) usability certification" from the ...
The agent experience (AX) refers to the overall experience of the contact center agent, from their physical environment to their mental and financial well-being to their morale and the day-to-day ...
Nearly 70% of agents say AI makes their work more fulfilling—but only when it's designed to empower them, not replace them. This roundtable explores how leading organizations are transforming the ...
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