There’s been a massive, forecasted increase in customer interactions automated by AI agents. Measuring the resultant ROI is not easy.

RALEIGH, N.C. and NEW YORK, June 17, 2025 /PRNewswire/ -- Pendo, the world's first software experience management platform, today announced Pendo Agent Analytics, a first-of-its-kind solution that ...

A company’s contact center workforce comprises a range of skills and capabilities. Good supervisors strive to create balance across a shift, so they can optimize the customer experience for any ...

Pendo, the world's first software experience management platform, announced the general availability of Agent Analytics, expanding access to the only solution in the market for measuring the ...

Invoca achieves 50% year-over-year growth as customers turn to its AI-driven contact center solution to increase agent productivity, improve customer experience, and drive stronger revenue results.

Innovid, the independent software platform for the creation, delivery, measurement, and optimization of advertising, today unveiled new AI agents alongside Innovid Orchestrator(TM)--the industry's ...

Emvolve Performance Manager from Performix Technologies (Burlington, MA) lets you set performance goals for agents and view their performance statistics from a Web browser. Agents can view charts ...

The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...

The industry hype says "more agents is all you need," but new data shows that strictly sequential tasks and tool-heavy ...

Most technological innovations take a somewhat circuitous path to mainstream adoption, often taking years to get there. Word of mouth, successful use case deployments, employee movement across ...

I was impressed with the analysis and recommendation offered in a recent book, “Trust the Plan: Demand Management For Business Leaders,” by Greg Spira. Greg brings a wealth of experience based on his ...