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        Keith Dawson's Analyst Perspectives

        The pandemic laid bare the tenuous relationship between many contact centers and their agents. The abrupt shift to remote work was just one component of the changes still under way. The past four years have also seen enterprises reckoning with questions about how to hire, what to pay their employees, what skills are needed and how an avalanche of new technology will change their operations. 

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        Topics: Customer Experience, Contact Center, Knowledge Management, agent management, Intelligent Self-Service, GenAI, Generative AI

        A lot of conversations around contact centers deal with automation, particularly how to balance the way humans and automated systems work together. Self-service, the front end of the customer interaction, is where practitioners get a first taste of the marvels of increasingly advanced automation. As customer expectations ramped up and labor became more costly during the pandemic, deflecting interactions away from agents took on new urgency. We continue to see impressive advances in automated...

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        Topics: Customer Experience, Self-service, automation, Contact Center, Knowledge Management, agent management, Customer Experience Management, Intelligent Self-Service, Conversational AI

        Organizations looking to improve the customer experience and contact center operations should closely examine the processes at work in the front-end self-service environment. Technology advancements are converging at this gateway, including artificial intelligence, chatbots and knowledge management. The front end of the customer interaction offers a greater opportunity for customer engagement than most organizations realize.

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        Topics: Customer Experience, Self-service, Contact Center, Knowledge Management, Chatbots, agent management, Intelligent Self-Service, Conversational AI
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