James Westbrock

Why You Need to Improve Your Customer Service Now

Most people know customer service is bad. Here's why now is the time to fix yours - before your competition does.

How to Get Started With Conversational AI For Customer Service

See the key takeaways from our Project Voice presentation, 5 Things to Consider Before Implementing Conversational AI in Customer Service.

4 Things to Get Right When Implementing AI For Customer Service

AI is a hot button topic, but it isn't as simple as just turning it on for customer service.

Our G2I Session Takeaways: Customer Service is Broken

Read about the key takeaways from our presentation at Gateway to Innovation, including how poor customer service impacts both your customers and your business.

Recap: Harness Customer Insights With AI In Your Contact Center

Learn how leveraging AI in your contact center opens a world of data and gives you customer insights that extend throughout your business.

Upcoming Webinar: Harness Customer Insights With Contact Center AI

Watch our experts discuss how AI can unlock customer insights that can deliver true business value, what metrics you should be measuring, and the challenges to be ready for.

Recap: Enhance the Customer Service Journey With AI

The current caller customer service journey is fraught with friction points. We discuss how to use IVAs to alleviate the friction.

Upcoming Webinar: How to Lower Contact Center Costs and Improve the Customer Service Journey

Hear from our experts on how you can improve the caller journey and lower costs at the same time with intelligent virtual agents.

Recap: Why Contact Center Transformation With AI Is More Than Tech

Carol Righi and Tom Thelen discuss why conversational UX design is so important in contact center AI transformation.

Upcoming Webinar: Contact Center Transformation With AI and Why Technology Isn’t Enough

In this webinar, we will discuss how to realize value out of a contact center investment.

On-Demand Webinar: Conversational UX Design

Carol Righi and Jeremy Chu recently presented on the important principles of Conversational UX Design.

Josh Fischer Presents on Working in the Apache Incubator at ApacheCon

Agile Engineering Lead Josh Fischer presented at the recent ApacheCon on working on a project in the Apache Incubator through the lens of his work with Heron, a real-time, distributed, fault-tolerant stream processing system.