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Replicant NewsTurn On the Lights in Your Contact Center: Introducing Conversation IntelligenceImagine being a coach who can only watch 2% of your team’s practice sessions, catching…
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CX Strategy, Trends and Forecasts2024 Benchmark Report: What’s Really Going On in Your Contact Center?The rapid progression of conversational AI has placed increased pressure on contact center leaders to…
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CX StrategyPart 2: Effective Contact Center Leadership Strategies with Kim ScottEffective leadership is more crucial than ever, particularly in the high-pressure contact center environments that…
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CX StrategyPart 1: Effective Contact Center Leadership Strategies with Kim Scott
Effective leadership is more crucial than ever, particularly in the high-pressure contact center environments that…
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Case Studies, CX Strategy, Trends and Forecasts6 Quotes That Will Change the Way You View AI
Conversational AI has revolutionized the customer service landscape, offering benefits far beyond traditional IVRs and…
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CX Strategy, Trends and ForecastsNavigating IT Outages with Conversational AI
Unforeseen disruptions, like the global IT outage seen in July, can pose significant operational challenges…
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Artificial Intelligence, CX StrategyHow to Determine Your Contact Center’s AI Readiness
AI is changing the way contact centers serve their customers. With its ability to fully…
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CX Strategy, Trends and ForecastsHow BPOs Are Adapting to Customer Service AI
For decades, organizations have relied on Business Process Outsourcers (BPOs) to improve customer service and…
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CX Strategy, Trends and ForecastsThe True Cost of IVRs
Interactive Voice Response (IVR) systems have been a staple in customer service for decades. They…
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CX Strategy, Trends and ForecastsThe Most Important CX Priorities for the Rest of 2024
At the start of 2024, industry reports suggested there were two kinds of customer service…
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LLMs & ChatGPT, Replicant LabsReplicant Labs: How We Safeguard Contact Centers From LLM RisksThe Replicant Labs series pulls back the curtain on the tech, tools, and people behind…
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Case StudiesThe Art of AI at Love’s Travel Stops
Love’s Travel Stops is among the growing number of enterprises that have successfully integrated AI…
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