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How AI Enables Real-time Agent Coaching in the Call Center
Agent coaching has never been more critical than it is right now. With remote teams and more emotionally complex conversations…
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Leveraging Behavior Change in the Call Center to Drive Business Value
Can call centers systematically develop and manage behaviors to achieve superior performance and drive enhanced business value for their organizations?…
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How to Elevate Empathy and Humanize AI Powered Interactions
Kathy Juve, EVP of CX Technology and Insights at Concentrix, and Dave D’Aprile, Senior Director of Product Marketing at Cogito…