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Kay Phelps

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Kay Phelps is a contact center professional who has worked in the industry for more than 20 years. Her experience spans systems engineering, defining requirements for new products and new releases, as well as product management and product marketing. Kay is a frequent speaker at conferences and webinars, has authored numerous industry articles, and has blogged extensively on all things contact center. Kay holds a Masters in Computer Science from Colorado State University as well as a BA in Computer Science and Journalism from East Tennessee State University. Read More>

Articles by: Kay Phelps

AI-Driven Business Insights From Every Conversation With 8x8 Speech Analytics

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As more than 6,000 business and technology leaders convene at Enterprise Connect this week in Orlando, attendees are garnering knowledge about how they can stay competitive in a fast-changing business landscape. It’s fitting that the world-renowned Daytona Speedway is right in Orlando’s back yard, [...]

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A Roadmap to Success with Speech Analytics

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Whether you’re heading to a new restaurant on the other side of town or taking a road trip across the country, a GPS helps get you there. Gone are the days of combing through maps, taking notes and picking what you think is the best route—only to be blindsided by traffic delays and detours. But a G [...]

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Hype or Reality? Importance of Customer Service as a Key Differentiator

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Whether you sell dresses, tires or professional services, you are likely facing much stiffer competition than before, from companies that offer fairly similar products or services. In fact, it’s rare for a company to sell something that is so unique that customers are willing to ignore their desire [...]

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Should You Come Clean About Chatbots?

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How Transparent Should You be About Chatbots? When offering customer assistance via a chatbot, do you let customers know they’re not talking to an agent? Or try to make it seem like they’re chatting with an agent? “Tell them right out of the gate. If you mask a chatbot as a human, I think I’m talkin [...]

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Should You Come Clean About Chatbots?

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How Transparent Should You be About Chatbots? When offering customer assistance via a chatbot, do you let customers know they’re not talking to an agent? Or try to make it seem like they’re chatting with an agent? “Tell them right out of the gate. If yo [...]

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Improve CX Metrics with Cloud Communications

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“Sure, I can help.” Do customers hear this when they reach your contact center? If not, it’s through no lack of effort on your side. You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop dis [...]

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