Latest CX News | August 2025
Latest CX news
Welcome to the Hammer Newsletter, focusing on all things CX and Contact Center testing and assurance!
Ever feel like there aren’t enough hours in the day?
You can count on Hammer to keep you up-to-date on the latest news, releases, and opportunities in the world of CX and contact center testing and assurance. Check out this month’s top headlines to stay informed and stay ahead.
AP: AI shakes up the call center industry, but some tasks are still better left to the humans
AI tools are causing a massive shift in contact centers, automating, accelerating, and sometimes replacing processes – and driving increased productivity along the way. In this article from the AP, they assess the impact AI will continue to have on the industry and the role human agents will play in the contact center of the future.
AP Photo/ Thanassis Stavrakis - Armen Kirakosian, Global Senior Manger, Learning & Development TTEC.
State of Contact Center Testing 2025
Between the growth of AI, the continued shift to the cloud, and the constantly evolving demands of customers, it’s getting harder to run a successful omnichannel contact center – particularly on a budget. Get the insights you need to take your contact center to the next level with our latest report.
No Jitter: Consumers want AI agents to be accurate
AI agents are becoming increasingly common. But are they delivering the experience your customers expect? This article explores just how important accuracy is for your contact centers AI agents. Want to test your AI components? Hammer can help.