Only 10% of organizations saw an improvement in their contact center performance in 2022 and in 2023. It is forecasted to go down to 6%. Confusion about what to do, which vendors to choose, and how to implement these strategies are what we do every day.
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Good article (Why SMEs need expense management software) explaining the need for small and mid-size enterprises to have a buttoned IU Expense Management platform and
Great article (Biggest AI Trends Transforming the Customer Service Industry) articulating why doing periodic audits make good business sense. Telmac auditors have no less than
Only 10% of organizations saw an improvement in their contact center performance in 2022 and in 2023. It is forecasted to go down to 6%.
AI is not replacing human agents. It is making them more effective and focused which is a great thing. Has your contact center automated repetitive
I tend to agree with this article. When used properly, AI tools such as IVA, Automated Wrap-Ups, and Agent Coaching are AI tools that contact
Generative AI is the current “Holy Grail” for advanced contact centers. Any Generative AI project requires a STRONG handle on data and its normalization. We’re
