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2018 Contact Center Trends Part 1: Punching Through the Barrier

Feb 21, 2018 7:00:00 AM

Customer experience (CX) ran out of steam in 2017. Almost all companies have by now realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there...

When Empathy Cramps the Customer Experience

Feb 8, 2018 7:00:00 AM

Although there are many ways that agents can wreak havoc on a call, what aggravates customers the most is when agents spend more time sympathizing than finding solutions. According to the Harvard Business Review, saying “sorry” can cause your...

Automation in the Call Center with Robotics and Desktop Analytics

Jan 16, 2018 7:00:00 AM

Robotics and robotic process automation (RPA) have been around a long time, but are now only just being used significantly in the call center. RPA is about improving workflow by automating common tasks and freeing live agents to do what they do...

Customers No Longer Resent Automation, they Demand It

Dec 5, 2017 7:00:00 AM

Like it or not, computer automation is good for business. Contrary to depictions in many sci-fi movies, automation will not result in a startling loss of jobs, in fact, experts predict that in 2018 just 9% of jobs will be lost to automation while...

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