When thinking about the transition to a CCaaS, it’s helpful to consider how a platform change impacts your organization in terms of channel strategy, infrastructure, process and contact flow, people and day-to-day operations.
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Founder and Principal Melissa Copeland returns from a recent conference with insights about AI’s potential for elevating customer and employee experiences.
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Hell hath no fury like an enraged customer. Your good work attracting right-fit clients can go out the door if your customer service people are not good.
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Founder and Principal Melissa Copeland shares insight on virtual agents and how they are improving customer experiences.
