Author Archives: James Westbrock

Customer service is broken
Customer service is broken - but the technology is now available to fix it. That was the key message when
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Contact center customer insights cover image
Learn how leveraging AI in your contact center opens a world of data and gives you customer insights that extend
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Upcoming Webinar Customer Analytics Blog Photo
Note: This webinar has now occurred. Please see the replay at this link. Most organizations now have the technology to
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Customer Service Journey Recap Blog Photo
The current caller customer service journey is fraught with friction points. We discuss how to use IVAs to alleviate the
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Upcoming Webinar Customer Service Journey
Note: This webinar has now occurred. Please see the replay at this link. The importance of good customer service has
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Conversational UX Design Photo
Carol Righi and Tom Thelen discuss why conversational UX design is so important in contact center AI transformation.
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contact center transformation webinar blog photo
In this webinar, we will discuss how to realize value out of a contact center investment.
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on-demand webinar conversational ux design
Carol Righi and Jeremy Chu recently presented on the important principles of Conversational UX Design.
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Josh Fischer Headshot Apache
Agile Engineering Lead Josh Fischer presented at the recent ApacheCon on working on a project in the Apache Incubator through
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