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CX StrategyCall Center Customer Service Outsourcing DefinedCall Center Outsourcing Defined As the labor shortages continue throughout the business world, call center…
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CX Strategy5 Reasons Contact Center Agents Love Replicant
These days, there’s no shortage of reasons contact center agents might be questioning their relationship…
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CX Strategy5 Reasons to Break Up with Your Dated IVR
Cultures all over the world celebrate Valentine’s Day in their own unique ways. In Italy,…
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CX Strategy, Trends and ForecastsThe Great Resignation – Remote Call Center Solutions in 2022Remote Call Center Solutions in 2022 As workers around the country re-evaluate what their work…
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Trends and ForecastsThe Surprising Roots of the Most Common Hold Music
Cisco is the number one supplier of enterprise phone systems in the world. Which means…
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Artificial IntelligenceIVR Made Customer Service Efficient – Machine Learning Is Next Level
How Interactive Voice Response Makes Customer Service More Efficient Interactive voice response (IVR) is a…
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Artificial Intelligence, CX StrategyPart 2: The Unforeseen Costs of Building a Conversational AI Solution
Earlier this month, we discussed some of the most common, though under-discussed, pitfalls contact centers…
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Trends and ForecastsFive New Truths: How the Great Resignation is Changing Contact Centers
A global re-evaluation of what constitutes meaningful work has brought us to a time many…
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Artificial Intelligence, Trends and ForecastsA Digital Assistant is the Future of Customer Service
How a Digital Assistant Can Change The Future of Customer Service Digital assistants are changing…
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Replicant NewsCustomer Service Innovators 2022: 50 Leaders Transforming Contact CentersOur annual list of bold leaders and innovators taking charge and reinventing how contact centers…
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Artificial Intelligence, CX StrategyPart 1: The Unforeseen Costs of Building a Conversational AI Solution
As conversational AI adoption continues to skyrocket across contact centers globally, many customer service leaders…
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CX Strategy, Trends and Forecasts10 Trends Contact Center Leaders Should Watch in 2022
Last month, we looked at ten of the most important contact center stats to emerge…
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