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October 03, 2024
Whether the order to return to the office full-time is meant to boost collaboration or quietly reduce a workforce without resorting to layoffs, the move presents a lot of downsides to the company.
October 03, 2024
AI’s impact ranges from the contact center to customer experience, but it comes with risks that need to be acknowledged and mitigated.
October 03, 2024
At the closing locknote for EC A1 2024, four industry analysts shared their perspectives on where AI is today – it’s “mostly not working,” says one -- and where it might be going.
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October 9, 2024
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AI's potential to enhance customer interactions and address contact center staffing issues shows how people and copilots can work together...
June 14, 2024
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There is a fine line between self-service solutions that empower customers and self-serving tactics that prioritize efficiency over...