Contact Center Adoption, Trends, and Challenges Survey

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How to Increase Chances of Successful First Contacts with AI, Bots, and Big Data

Contact center companies are always driven by the constant challenge of retaining first-contact customers. It is difficult and tricky as customers change their minds almost unpredictably. This is where bots, … Continue reading How to Increase Chances of Successful First Contacts with AI, Bots, and Big Data

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Why Chat Bots are Killing Customer Engagement

The advent of chat bots helps marketers find leads faster. Businesses are struggling to keep up with thousands of inquiries on a given day, and their earnings are unlikely to … Continue reading Why Chat Bots are Killing Customer Engagement

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Survey Scores Don’t Reveal Success in Contact Center Practices

If one wants to measure success, survey scores typically become the basis. For many, survey results serve as a motivation to do better in the field, but these scores do … Continue reading Survey Scores Don’t Reveal Success in Contact Center Practices

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Coaches Share How Contact Center Companies Break the Silos Collaboration

Call centers around the world experience the same problems day in and day out. Yet, many companies in this field work in silos and fail to realize the greater benefits … Continue reading Coaches Share How Contact Center Companies Break the Silos Collaboration

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AI Impacts Contact Center Industry, But Not Enough to Replace Human Agents

Contact centers are the frontline of businesses in reaching out to their customers. Over the years, artificial intelligence has invaded the way companies communicate with their clients. Gartner analysts predicted … Continue reading AI Impacts Contact Center Industry, But Not Enough to Replace Human Agents

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