Incident response has further when AI agents are involved, requiring organizations to reconstruct and potentially reverse an agent’s actions and decisions.

Copilots have begun routing customers, prioritizing cases and triggering resolutions, requiring CX leaders to set clear boundaries defining AI decisions.

As AI gives all contact center platforms the same performance-boosting features for humans, the competitive gap will move to ...

These three priorities offer platform providers more of an advantage than any individual type of channel partner.

On Sep. 30, 2026, No Jitter will stop publishing. We’re grateful to all those who read our publication over the last two decades.

Analyst Dave Schubmehl speaks with No Jitter about agentic AI and what organizations should know when implementing this tool.

Agentic AI is the standard-bearer for digital labor – autonomous AI agents that perform tasks for knowledge workers so organizations could do more with fewer people. Built using large language models ...

Welcome to No Jitter’s Conversations in Collaboration, in which we speak with executives and thought leaders about the key trends across the full stack of enterprise communications technologies. In ...

The more technology changes in contact centers, the more consumer behavior stays the same. Consumers will use self-service and, when it doesn’t work, they want a human agent. If any part of that ...

Contact center agent churn has traditionally been high. “Attrition in the US right now is about 30% on average, and that’s been pretty standard for the past seven or eight years,” said Steve Morrell, ...

“AI optimization engines can crunch through a variety of factors, such as target service levels, agent skills, and individual preferences, to create the best-case scenarios for any given day within a ...

Claudeforce runs on top of Salesforce “via our new AIforce UI harness…. Here, the UI is the AI — allowing you to build custom apps dynamically and answer any enterprise question,” said Benioff in the ...