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Alexandra Scicchitano, Staff Writer
Articles by this author
Research: The Future of Customer Service is an Adaptive Workforce
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August 13, 2019
One of the hottest contact center topics in 2020 will be hybrid human and AI workforces, according to the State of Customer Service 2020 report by the Incite Group. Contact centers are increasingly...
Excellent CX Eludes Most Brands
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July 26, 2019
New research from Forrester finds that the quality of customer experiences is largely at a standstill. Forrester’s 5th annual U.S. Customer Experience Index report found that the overall quality of...