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Posted by Shawn Boehme, Jul 09, 2025

Right before 4th of July last week, I spoke to a business owner who added 4 communication tools in the same year: chatbots, ...

Posted by Shawn Boehme, Jul 03, 2025

Recently, a friend showed me her engagement dashboard, and wow, it had it all: click-through rates, sentiment analysis, ...

Posted by Shawn Boehme, Jun 25, 2025

When Avaya announced it will no longer support businesses under 200 seats starting June 30, 2025, it sparked a scramble. For ...

Posted by Shawn Boehme, Jun 24, 2025

AI answering services are everywhere now. But too often, they focus on features instead of what really matters: whether the ...

Posted by Shawn Boehme, Jun 17, 2025

Too often, companies implement AI to reduce costs, not improve experiences. But when AI is designed to support agents rather ...

Posted by Shawn Boehme, Jun 13, 2025

AI has become a staple of modern customer support, but while competitors race to automate everything, the next real ...

Posted by Shawn Boehme, Jun 13, 2025

We often waste a lot of energy trying to remember what was said. Going through notes, asking peers and blurred memories are ...

Posted by Shawn Boehme, Jun 03, 2025

Support teams face tighter budgets, higher expectations, and customers who want fast, human help on every channel. Piling on ...

Posted by Shawn Boehme, May 29, 2025

Every day, businesses lose customers. Not because they failed to respond, but because they failed to stay connected. A ...

Posted by Shawn Boehme, May 28, 2025

On a chilly Thursday night last spring, I got a message from a client just past midnight. He was placing an order online and ...