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In his latest COVID-19 update, Calabrio CEO Tom Goodmanson talks about the importance of over-communication during a crisis.
Sponsored by: Calabrio Corner
A weekly resource for customer experience and contact center leaders as they adjust to an unprecedented teleworking environment during the COVID-19 pandemic.
Call centers are the front line of companies, connecting the business with its customers and a critical component in the overall brand image and customer experience. In recent years, artificial intelligence has entered call centers, augmenting its capabilities, and increasing the productivity of agents, managers and team members that started to utilize AI into their operations. The potential of AI is undeniable. Major financial advantages such as heavy installation costs can be greatly decreased with the introduction of AI. But not only, as AI has numerous benefits that, if utilized correctly, can provide better customer experience (CX) and increased profits in the long run, and here we will explain how.
NICE inContact announced an expansion to the CXone@home package to now include Workforce Optimization (WFO) and engagement capabilities to drive agent productivity while supporting the new norm of working from home.
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