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Curated Experience

Feb 20, 2018

- Remember the paper- less office - How will we screw up this whole AI thing in service - What happens when all the humans in the contact center get eliminated - What happens when every call in the contact center is a tough one - Federal prisoners have more freedom than call center agents -Healthy culture - who do we...


Feb 2, 2018

I had an interesting conversation with a colleague about analytics a few weeks ago about analytics software. We talked about AI and advanced analytics but I digress. I want to talk about what service leaders measure, particularly in the contact center or service centers. What are you measuring? Do me a favor, bring out...