Contact Center Automation
The latest contact center research, trends, and strategies
Contact Center Automation
How to create a call center scorecard for performance monitoring
Most contact center leaders aren’t asking for flashier automation. They’re asking for resolution.
They’ve tried bots before, IVRs that redirect, chat tools that escalate at the first sign of complexity, “AI” that still sounds like a phone tree. None of them moved the needle ...
Artificial Intelligence
How to build an AI flywheel that improves with every interaction
Most contact center leaders aren’t asking for flashier automation. They’re asking for resolution.
They’ve tried bots before, IVRs that redirect, chat tools that escalate at the first sign of complexity, “AI” that still sounds like a phone tree. None of them moved the needle ...
Artificial Intelligence
How IT leaders choose the first AI use case that actually proves value
Most contact center leaders aren’t asking for flashier automation. They’re asking for resolution.
They’ve tried bots before, IVRs that redirect, chat tools that escalate at the first sign of complexity, “AI” that still sounds like a phone tree. None of them moved the needle ...
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Trends and Forecasts
Shared Autonomy, Materially Soft Robots, and Specialized Infrastructure: What the Future of Human and Machine Interactions Looks Like
CX Strategy
Four Tips for Successfully Implementing AI and Automation at the Enterprise Level
Replicant News
Infographic: Looking Back, Sprinting Forward – Replicant’s 2021 Forecast
Artificial Intelligence
How Voice AI is Transforming the Customer Experience for Hospitality
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