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What are the 5 Crucial Metrics You Should Measure to Improve Your Contact Center Performance?

Oct 16, 2020 Ashwini Kumar What are the 5 Crucial Metrics You Should Measure to Improve Your Contact Center Performance?

Are you a quality assurance manager in any contact center? If so, you know that it is a part of your work to make decisions…

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Thinking beyond AI to improve the Customer Experience

Mar 18, 2020 Jim Iyoob Thinking beyond AI to improve the Customer Experience

When people think of departmental barriers, they tend to think of bigger organizations. The larger a company is, the more specialized it becomes, thereby deepening…

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Do We Need AI to Truly Transform the Customer Experience for the Better?

Sep 11, 2019 Jim Iyoob Do We Need AI to Truly Transform the Customer Experience for the Better?

According to a Gartner Report, 85% of customer interactions will take place without human involvement by 2020. Put simply, artificial intelligence is transforming the way…

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Want to improve Customer Experience? These are the 3 Technologies that you should be aware of!

Jan 28, 2019 Kaylene Eckels Want to improve Customer Experience? These are the 3 Technologies that you should be aware of!

Customer Experience successfully drives the business to the path of growth and profit. It is the critical competitive differentiation that sets a business apart from…

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Humans and AI Can Work Together To Create Better Connections

Sep 11, 2018 Jim Iyoob Humans and AI Can Work Together To Create Better Connections

The traditional role played by interaction analysts is changing – there’s a new source of reliable feedback that’s providing greater insights into how people interact….

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The best of both the world’s is required, but it is PEOPLE who add more value

Jun 29, 2018 Jim Iyoob The best of both the world’s is required, but it is PEOPLE who add more value

“Integrating HI + AI into daily contact center business operations has the potential to reshape the workplace and provide beyond belief opportunities for growth.” It…

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Can Hybrid Intelligence help Artificial Intelligence and Human Intelligence Coexist?

May 15, 2018 Jim Iyoob Can Hybrid Intelligence help Artificial Intelligence and Human Intelligence Coexist?

The days of mentioning artificial intelligence only in the realms of science fiction are long gone. Today, AI is all around us, though many do…

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Artificial Intelligence: A Product of Human intelligence

May 11, 2018 Shawndra Tobias Artificial Intelligence: A Product of Human intelligence

Before current contact center technology was widely available, there were very few effective ways for contact center management to increase metrics such as call times,…

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3 Principles of Quality Monitoring

Apr 25, 2018 Jim Iyoob 3 Principles of Quality Monitoring

In the competitive marketplace today, your business is exactly what your customers say it is. The internet, and social media in particular, give voice to…

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