Articles
Tag: patrick nguyen
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Delivering Quality Customer Experience When Agents Work From Home
The era in which 90% of agents worked in a contact center is over. Work-from-home has become an important part of the agent mix.
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AI and Humans Must Join Forces to Deliver Superior Customer Experience
Bot-agent coordination in call centers is currently an either/or approach—where either the bot is clearly in charge or the human agent is. There's a better way.
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Serving Customers on Their Terms: The Benefits of Messaging
Given the popularity of messaging in their daily lives, it's only natural that people want to interact with companies in the same way.
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Get Big Picture Customer Experience Insights With Customer Journey Analytics
Digital analytics, journey mapping, and NPS/CSAT surveys are unfortunately limited in their ability to find CX pain points and drive improvements.
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Conversational AI Needs Conversation Design
Brands are using conversational interfaces to deliver customer experiences, but there's a catch: designing these conversations may be harder than they thought.
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Combine Chatbots and RPA Bots for Better Customer Service
Robotic process automation (RPA) bots can help support human agents as well as virtual agents.
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Deploying a Bot? Remember the Conversational Advantage
The reason chatbots fail is because most implementations simply can’t interact in a natural way.
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