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Latest posts
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How to Ensure AI Governance in a Contact Center
AI governance in a contact center relies on an ecosystem of tools, workflows, and guardrails. This system ensures AI systems are safe, ethical, and compliant with the law. But with contact center technology growing so fast and compliance laws changing regularly, it’s important…
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Call Center Cost Reduction: How to Lower Costs and Protect CX
Call center cost reduction usually starts with a budget target, but quality issues can quickly muddy how effective a number that target is. A leader is told to cut 10%, the fastest levers are headcount and handle time, and six months later repeat contacts are up and the best…
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How to Achieve Higher Contact Center Automation Cost Savings
Contact center automation cost savings are real and achievable, but the number in most business cases isn’t. Leaders hear that conversational AI will reduce agent labor costs by $80 billion in 2026, according to Gartner’s 2022 forecast, or that an AI agent handles a contact for…
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Agentic Consumer Report 2026: What Our Research Reveals About the Future of Customer Service
For years, businesses have been using AI agents for customer service to make support faster and more efficient. Now, customers are bringing their own AI into the conversation. They’re using AI to research company policies, prepare questions, challenge answers and even handle…
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How to Automate Patient Appointment Scheduling in 6 Steps
If you’re wondering how to automate patient appointment scheduling, the answer is finding tools that handle the entire process from start to finish without you lifting a finger. In healthcare, though, those tools have to do far more than add a date to a calendar. They must also…
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AI Compliance Guide for Contact Centers + Checklist
We put together this AI compliance guide for contact centers to help you make sense of the latest AI regulations and compliance requirements. If you’ve been following the latest AI news, you’re probably thinking about how you can protect your business while effectively…
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7 Tasks to Automate With AI for Healthcare Billing and Collections
AI for healthcare billing and collections is a smart way for clinics, healthcare contact centers, medical billing companies, hospitals, and other healthcare institutions to automate revenue cycle management (RCM). AI systems reduce manual work and its associated risks, like…
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11 Best Healthcare Call Center Software Tools in 2027
Healthcare call center software is a tool your contact center needs if you want to grow revenue, cut costs, help your team work more efficiently, and improve the patient experience. Platforms like Capacity, Talkdesk, Genesys, and others help healthcare call centers, clinics,…
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QA for AI Agents: How to Score, Monitor and Improve Every Conversation
Only 27% of customers say they would try a customer service chatbot again after a negative experience, according to a September 2026 Gartner survey. You rarely get a second chance with a customer your AI agent has already let down. That’s why QA for AI agents is crucial for…