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Automation and Agent Happiness

Automation and Agent Happiness
Happy employees are essential for a satisfying customer experience. But where employee happiness matters most, it is the lowest: at contact centers. Among the many factors that cause agents to be unhappy, one aspect is often overlooked: automation. Happy c... continue reading

The Impact of Automation on Customer Churn

The Impact of Automation on Customer Churn
Customer experience: everybody is talking about it these days, and, to be honest, investing in it. But many customers are becoming less satisfied with service, not more. We guess that automation is messing things up. Here is how. Let us start with two stats:... continue reading

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