AI is dramatically transforming customer service. The opportunities – and risks – are unprecedented. As we leap into the future, literally by the day, how do...
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How Generative AI Will Transform Contact Centers and Shape Your Career
The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center...
Read More >>>Article on Customer Service Trends
Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de...
Read More >>>The Importance of Humans in an AI World
In May, I was delighted to participate in ICMI’s Contact Center Expo. In one of my talks, I addressed the importance of the human touch...
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