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Quality Assurance vs. Quality Control: The Difference for CX
Capacity outline the differences between quality control and quality assurance, and what that means for CX. Quality is king. A high-quality product, service, or
The Key Warning Signs of Self-Service Failure
Discover the top 10 signs your contact centre self-service is broken (from “talk to a human” frustration to repeat contacts) and what it means for your CX.
8×8 Adds GPT Realtime 2 to AI Studio
8x8 has added support for OpenAI’s GPT Realtime 2 voice AI model within OpenAI to its 8x8 AI Studio platform.
4 Ways to Improve Customer Service with AI Virtual Agents
Janna Pugh at Five9 explores how AI virtual agents work, the different ways they can be deployed across contact centres, and where they can support both custome
Experience Is the Only Advantage Left in Business Communications
Dhwani Soni, GVP, Product Management and Design at 8×8, takes a look at why experience is the only advantage left in business communications. Technology ch
Zendesk Introduces Autonomous Service Workforce
Zendesk has introduced its “Autonomous Service Workforce” strategy alongside a range of AI-focused updates to its customer and employee service platform.
MaxContact Research Highlights Growing Consumer Trust Gap
MaxContact has published new research highlighting a growing “trust gap” between consumers and contact centres
The Risks of AI in Healthcare (And What Purpose-Built AI Actually Looks Like)
Level AI explores the risks of using general-purpose AI in healthcare contact centres and what is required to ensure safe, compliant, and effective patient inte
From Assumption to Insight: Delivering Meaningful AI Outcomes in CX – Webinar
Date: 11 June 2026 | 14:00 BST | 15:00 CEST Location: Virtual Register Now Many organisations are still relying on intuition when deciding where to ap
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