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Contact CenterHow to Meet Customer Demand, Flatten Call Spikes, and Lower Contact Center Costs With AutomationProtect Your Contact Center From Rising Unpredictability Using Automation Scaling contact centers with human resources…
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What CX Leaders Are Prioritizing to Improve the Customer Experience“What is customer experience? It’s the sum of all interactions a customer has with the…
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Conversational AIBuilding Blocks Every Enterprise Needs for a Natural Language Automation Strategy
Enterprises are adding more natural language projects and terms each day. This creates more pressure…
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ReplicantReplicant Wins $10,000 for BUILD in Talkdesk CX Digital Showdown
Talkdesk’s CX Digital Showdown brought together six leading customer experience solutions from their partner ecosystem…
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Customer ServiceCustomer Service Leaders Share Learnings From COVID-19 and Challenges AheadThe last year has been a rollercoaster for customer service leaders, and the ride’s not…
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Digital TransformationADP’s Director of Digital Transformation and Payment Ops on Getting Buy-In and Adoption
Val Kugathasan, Director of Digital Transformation and Payment Operations at ADP, has spent years evangelizing…
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ReplicantReplicant Named a Forbes Top 50 AI Firms to Watch in 2021
With the use of AI becoming more common, it’s also getting more difficult to pick…
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Contact CenterCall Center Outsourcing: Pros and Cons of Using a BPO for Your Call Center
As the frontline for handling customer issues, customer service departments still rely on the phone…
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Contact CenterElastic Customer Service: The Key to Efficiently Scaling Contact Center Capacity With DemandThe success of contact centers has always relied on carefully balancing customer service capacity with…
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Digital TransformationFour Tips for Successfully Implementing AI and Automation at the Enterprise Level
Although AI stirs up grand visions of the future, it’s also gotten a bad name….
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Trends and ForecastsShared Autonomy, Materially Soft Robots, and Specialized Infrastructure: What the Future of Human and Machine Interactions Looks Like
Whether you believe machines will take over the world or not, many people are wondering…
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Voice AIHow Voice AI is Transforming Customer Service for Retail Companies
Retail companies need to remain agile so they can meet the ever-changing expectations of customers….
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Voice AIHow Voice AI is Transforming the Customer Experience for Hospitality
Travelers “want to be engaged, heard, empowered and delighted by hotels.” They want and demand…
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Contact Center, Voice AIThe Future of Contact Centers Lies in AI and Agent CollaborationContact centers are seen as a cost center and a source of frustration for both…
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Contact Center, Trends and Forecasts4 Contact Center Forecasts for 2021Just because we can’t meet up in person, doesn’t mean we can’t have fun anymore!…
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Customer Service, Trends and Forecasts5 “Top of Minds” for Customer Service Leaders in 2021At Replicant, we believe in taking a fresh approach to connecting with our prospects…
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Contact CenterWhat’s the “Next Normal” for the Call Center?The world of February 2020, before COVID-19 became a global pandemic, no longer exists. No…
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Artificial Intelligence, Customer ServiceYour Fast and Easy Guide to Customer Service AI TermsIf you’re beginning to explore artificial intelligence (AI) for your customer service strategy or simply…
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Customer ServicePatience Factors and Customer ServicePatience is a virtue, or at least so we’re told. Virtue or not, patience is…
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