Webinars

The State of QA in Support And What Defines Quality in CX

Whether quality is a metric or a business department—even our panelists have varying opinions—it's important to take the time to define what it means to your organization....

Humanizing AI in CX: Using AI to Overcome Cognitive Overload

AI can help achieve tasks and growth that would otherwise be challenging. And by making humans more efficient, AI enables support teams to provide improved customer experiences. ...

Beyond CSAT Surveys: How Bill.com is Improving Customer Conversations

Learn how Bill.com is improving customer conversations with real-time sentiment analysis & agent guidance....

Automated vs Assisted AI in CX: How to Scale the Human Touch

Are you ready to evolve from AI automated to AI assisted? For the emerging era of agent-led, bot-enhanced, omnichannel customer experiences?...

Chatbots Aren’t Enough: When and How to Empower Your Agents

Chatbots may be cost-effective up front, but what's the ultimate cost of customer frustration when they're unable to resolve an issue with a bot?...

A Good Conversation on Bad Conversations in Customer Care

Listen in on a (good) conversation with industry experts to better identify tough customer conversations, take action in real time, and gain insights to avoid in the future....