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If your customer experience (CX) isn’t meeting expectations, there’s a good chance you’re missing out on opportunities. CX plays a significant role in customer satisfaction and brand reputation, both of which play a role in attracting new business and maintaining existing clients.   While updating a CX program may seem like a cumbersome endeavor, if you update your approach using the power of artificial intelligence (AI), you...

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Artificial intelligence (AI) has increasingly been making its way into the contact center world. Along with supporting improved data analytics, AI can improve the overall contact center experience, streamlining the process for customers and companies alike.   While some of the earliest iterations involved simple self-service options, today, AI is supporting the rise of intelligent virtual agents. With an intelligent virtual agent, customers can have natural conversations...

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The customer experience (CX) and the ability to meet or exceed customer expectations are increasingly priorities for companies, particularly those operating in competitive business landscapes. Every effort to attract and retain customers is often highly valued, largely in hopes of maintaining or gaining market share by boosting the company’s reputation.   Moving forward, companies can’t simply rely on CX strategies of the past. Instead, they have to...

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At this point, most companies are acutely aware of the importance of the customer experience (CX). When handled properly, CX boosts loyalty, generates positive word of mouth, and bolsters the bottom line, all while giving customers precisely what they need to feel supported and valued.   When companies think about CX, their attention usually goes to their frontline employees. After all, those are the staff members that...

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While speech analytics is a relative newcomer to the scene, its potential for improving the contact center landscape is significant. The technology has the ability to look beyond what’s being said, effectively reading between the lines to derive greater meaning from conversational exchanges.   Finding ways to elevate the contact center experience is a common priority from a customer and operational perspective, and speech analytics has the...

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While the light at the end of the tunnel is getting brighter, that doesn’t mean the world will return to where it was before once the pandemic ends. This has a direct impact on how companies need to view the customer experience (CX) moving forward, as post-pandemic CX won’t necessarily resemble the pre-pandemic landscape.   Ultimately, the pandemic has fundamentally altered customer habits and expectations. While the...

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