CX: The Human Factor Research Report

April 26, 2022

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Slash the cost of agent attrition

Agent attrition is worse than ever. And it’s costing businesses a fortune in ballooning labor costs and lost productivity. The impact on the customer experience is even costlier with lost loyalty and revenue. ‍What if you could give customers the experience they want when they want it – convenient, efficient service that resolves their issues – without backfilling every time an agent leaves?

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Generative AI agents: Key questions to ask every solution provider

Every vendor who sells a generative AI agent for contact centers makes the same big claims about what you can achieve with their product – smarter automation, increased productivity, and satisfied customers. But you can get past the vague language. You just have to ask the right questions. Download the ebook to learn what to ask, so you can spot the differences between solutions and vendors and can make the right choice for your business.

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Maximize the returns on your CX automation investments

CX leaders face a never-ending quest to do more with less as volume, customer expectations, and agent attrition continue to rise. It’s no wonder that automation is at the heart of CX strategy. Most automation aims to deflect volume with self-service or support agents in real time. Both have limitations that minimize your returns. So, how do you get a bigger bang for your automation buck?

7 min

CX: The Human Factor Research Report

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