A continuing debate at many companies is whether to move fully or partially to the cloud contact center. And for those already there, they’re always evaluating new ways they can…
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With countless ways to use Artificial Intelligence (AI) and analytics to improve your Customer Experience (CX), it’s difficult to determine how to prioritize your technology investments. The use and planned…
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CX leaders want to improve their self-service capabilities to accomplish key goals: Get customers what they need without having to wait for a live agent; and offload agent interaction volume.…
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Though originally considered a temporary situation, companies are embracing the Work-From-Home (WFH) contact center. Now that the dust has settled with setting up remote agents, CX leaders are leveraging the…
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