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CX StrategyDialed In: How Airbnb is Leveraging Human-AI CollaborationAt its core, Airbnb’s business model is built on trust and collaboration between guests and…
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Replicant NewsReplicant Spotlight: Rowley Luo, Finance Manager
Tell us about yourself! Where are you located and what was your path to joining…
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Replicant LabsReplicant Labs: What Can Go Wrong in the Lifecycle of an Interaction?
The Replicant Labs series pulls back the curtain on the tech, tools, and people behind…
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Case StudiesThe CX Rx: How Healthcare Contact Centers Serve More Patients With Replicant
Healthcare is the most important service a customer will use in their lifetime. For providers,…
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Replicant NewsReplicant Spotlight: Mike Borelli, Account Executive
Tell us about yourself! Where are you located and what was your path to joining…
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Case StudiesNew Jersey Transit Brings Rapid Service to Paratransit Riders With Replicant
Customer Overview NJ TRANSIT is the nation’s largest statewide public transit provider by area. With…
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LLMs & ChatGPT, Replicant LabsReplicant Labs: How We Safeguard Contact Centers From LLM Risks
The Replicant Labs series pulls back the curtain on the tech, tools, and people behind…
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Replicant Spotlight: Zainah Siddiqui, Senior HR Coordinator
Tell us about yourself! Where are you located and what was your path to joining…
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LLMs & ChatGPT, Replicant LabsReplicant Labs: How LLMs Supercharge Our Contact Center Automation Platform
The Replicant Labs series pulls back the curtain on the tech, tools, and people behind…
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Case Studies, CX StrategyWe’ve Got You Covered: Insurance Providers Resolve More Calls With Replicant
From home to auto to life, insurance contact centers consistently rank as some of the…
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Replicant NewsReplicant Spotlight: Melissa Prince, Account Executive
Tell us about yourself! Where are you located and what was your path to joining…
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LLMs & ChatGPTChatGPT Cheat Sheet: 5 Things CX Leaders Should Know
ChatGPT has started a boom of Large Language Model (LLM) innovation. This new wave of…
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Replicant NewsReplicant Spotlight: Joe Berenz, Senior Manager, Digital Marketing
Tell us about yourself! Where are you located and what was your path to joining…
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Case StudiesLeading Pest Control Company Converts More Business with Replicant
Customer Overview This nationally recognized pest control company has been keeping homes and businesses bug-free…
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Case Studies, CX StrategyService Simplified: Consumer Services Brands Close More Business With Replicant
Auto repairs. Pest control. Landscaping. Moving services. Heating and HVAC. The Consumer Services that make…
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Replicant NewsReplicant Spotlight: Carolina Manterola, Senior Engagement Manager
Tell us about yourself! Where are you located and what was your path to joining…
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LLMs & ChatGPTThe ChatGPT Glossary for CX Leaders
ChatGPT and Large Language Models (LLMs) have put AI on the radar of every customer…
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Replicant NewsReplicant Spotlight: Asante Muhammad, Customer Success Manager
Tell us about yourself! Where are you located and what was your path to joining…
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Case StudiesAuto Insurance Leader Resolves 50% More Calls Using Replicant
Customer Overview For over 60 years, this leading auto insurance company has provided five-star coverage…
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Case Studies, CX StrategyMoving Forward: How Transportation Companies Serve More Riders with Replicant
Hold times are a challenge in every industry. But for transportation contact centers, reliable service…
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CX Strategy, Replicant News, Trends and Forecasts2023 Benchmark Report: The Impact of Economic Uncertainty on Contact Centers
Economic uncertainty is impacting both businesses and customers. Unpredictable month-to-month jobs reports reflect the hiring…
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Replicant NewsReplicant Wins 2023 Artificial Intelligence Excellence Award
Replicant was named a winner in the Business Intelligence Group’s 2023 Artificial Intelligence Excellence Awards,…
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CX Strategy, Trends and ForecastsThe National Customer Rage Survey: 3 Takeaways
A recent survey found that Americans are not just increasingly dissatisfied with customer service, they’re…
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Contact Center Automation, CX Strategy5 Steps to Nailing Omnichannel CX Automation
Customers expect businesses to provide a seamless and consistent experience across all channels. But they…
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Case StudiesHow Can I Help: How the Thinking Machine Automates Intake Flows
Agents spend countless hours capturing repetitive customer information like names, order numbers, addresses, and request…
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Replicant NewsReplicant Wins Stevie Award in Sales & Customer Service Category
Replicant has been named a winner in the 17th annual Stevie® Awards for Sales &…
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Contact Center AutomationConversation Design: The Key to Effective Contact Center Automation
There are many reasons why automation has become an obvious solution for contact centers aiming…
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Case StudiesTravel & Hospitality Brands Deliver 5-Star Service With Contact Center Automation
Let’s face it. Even though the contact center crisis has impacted nearly every industry, no…
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LLMs & ChatGPTBreaking Down the Key Differences Between ChatGPT and Replicant
You’ve probably heard of ChatGPT by now. OpenAI’s automated chatbot – which crossed 1M users…
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Case StudiesECSI Saves $1.5M Automating Front Desk Calls With Replicant
Who is ECSI? ECSI is the leading provider of accounts receivable management for campus-based student…
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Case StudiesSix Companies Experiencing Profit Margin Miracles with Replicant
1. 35% Net Monthly Savings for OnProcess OnProcess provides a service that helps their customers…
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LLMs & ChatGPTSix Ways To Navigate the Customer Service Risks of ChatGPT
Before the ChatGPT hype, another generative AI swept the internet: AI image creators. Like ChatGPT,…
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Case StudiesRing for Assistance: How the Thinking Machine Automates Front Desk Calls
First impressions can make or break customer experiences. Unfortunately, most IVRs usually do the latter….
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Contact Center Automation, CX StrategyWhat Conversations Should You Automate?
Deciding which customer service requests in your contact center are best suited for automation is…
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Contact Center Automation10 Misconceptions About Contact Center Automation
Artificial Intelligence (AI) in the contact center is growing at a rapid rate. End-user spending,…
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LLMs & ChatGPTWhat ChatGPT Means – and Doesn’t Mean – for Contact Centers
ChatGPT has taken the internet by storm. The powerful chatbot from OpenAI, which provides long-form…
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Case StudiesWhy OnProcess Went All-In On Automation
Why OnProcess Went All-In On Automation Contact Center Automation’s ability to transform customer service operations,…
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CX Strategy, Replicant NewsCustomer Service Innovators 2023: Meet the Leaders Transforming Contact CentersAt the start of 2022, many contact center leaders looked forward to a year focused…
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Case StudiesRoadmap: Automate Appointment Scheduling With the Thinking Machine
Appointment scheduling can take up hours of your contact center agents’ time. But finding an…
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Contact Center Automation, Trends and ForecastsCall Center Automation Software in 2023
The new year is always a great time to pause and take stock of what…
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Contact Center Automation, CX Strategy, Trends and ForecastsContact Center Automation Is A Soothing Ginger Ale for Airlines
Customer experience leaders are hard at work assessing the year that was and planning for…
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Artificial IntelligenceAI Contact Center: A Faster and Personalized Customer Experience
Technology has accelerated so quickly over the last several years that customers’ expectations have skyrocketed….
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Artificial IntelligenceWhat is Voice IVR and Does Your Call Center Need It?
Most call center agents and business owners have a good idea of what interactive voice…
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Case StudiesHelp Is on the Way: How the Thinking Machine™️ Automates Dispatch Requests
Brands like AAA trust Replicant’s Thinking Machine to automate thousands of dispatch calls every week….
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Artificial IntelligenceBoost Customer Service with AI Chatbot Software: Find Out How
Excellent customer support is part of the cost of doing business in today’s world. In…
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Case Studies, Contact Center AutomationRoadmap: Automate Dispatch With the Thinking Machine™️
Dispatch calls can take up hours of your contact center agents’ time. But finding an…
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Artificial IntelligenceConversational AI For Customer Service: The Future
To be successful, businesses must constantly think ahead, predicting the future and making decisions based…
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Artificial IntelligenceAI Contact Center: Improving Tier One Call Resolution
For the vast majority of people, calling a business to request basic information such as…
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CX StrategyReplicant: The Alternative to Call Center Outsourcing Solutions
For years, many organizations have tried call center outsourcing solutions to manage peak seasons, labor…
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Trends and ForecastsCX Wrapped: The Best and Worst From 2022
According to ACSI, the national customer satisfaction index held steady in 2022 at 73.2 after…
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CX StrategyConversational AI Bots Are So Much More Than Just Chatbots
When company owners and call center agents see the array of call center solutions and…
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Contact Center AutomationCall Center Automation: The Best Calls to Automate in Your Contact Center
If you’re ready to implement a call center automation solution, you may be wondering which…
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CX StrategySmart Call Center IVR: Refining a Long-Standing Problem
When it was developed, call center IVR (interactive voice response) changed the way call centers…
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Case Studies, Contact Center AutomationScheduled Success: How the Thinking Machine™️ Automates Appointments
Your customers want simple and convenient ways to schedule an appointment. The problem? Appointment scheduling…
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Case Studies, Contact Center AutomationResolution Guaranteed: How Replicant Removes the Risk from Contact Center Automation
Nine out of ten contact center leaders agree: automation is a critical priority in overcoming…
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Artificial IntelligenceImprove Customer Satisfaction with AI Customer Service
Customer expectations are incredibly high. Consumers are used to ordering products and services from their…
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CX Strategy, Trends and ForecastsWhat Are the Best Contact Center Solutions for 2023?
As another year comes to a close, companies are beginning to look forward to 2023….
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Contact Center Automation, Replicant NewsResolve 2022: 7 Tips for Getting Started with Automation
One of the most illuminating sessions at Resolve 2022 came from Replicant customer ECSI. ECSI,…
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CX StrategyUnderstanding Virtual Agents and Their Role
Many technologies have been designed for contact centers, and each of them has a specific…
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9 Tips to Design Automated Conversations That Actually Work
Contact Center Automation is a sophisticated customer service solution powered by a combination of advanced…
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Contact Center Automation, Trends and ForecastsThe Future of Contact Center Automation: Key Tools and Trends
The current trajectory of automation and artificial intelligence seems to indicate that there will continue…
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Contact Center Automation, Replicant News, Trends and ForecastsResolve 2022: What’s Next For Contact Center Automation?
The future of contact centers is constantly changing and impossible to predict. But at Replicant’s…
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Trends and ForecastsSwimming Against the Current: Empowering Your Business During an Economic Downturn
The late-summer news that the U.S. had likely entered a recession didn’t come as a…
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Believe the Hype: How Replicant is Positioned to be a Breakout Star in Customer Service
Gartner recently published its latest “Hype Cycle” for 2022 which identifies key areas driving technology…
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CX Strategy, Trends and ForecastsThe Problem With Pricey Agent Productivity Solutions? There Aren’t Enough Agents
Contact Centers Need Solutions That Address the Root Problem Today’s contact center agents have never…
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Contact Center Automation, Replicant News, Trends and Forecasts10 Takeaways From Resolve 2022: Transforming the Customer ExperienceIn just the last year, contact center leaders have faced mounting pressure from a tightening…
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Contact Center Automation, CX StrategyThe Benefits of an Omnichannel Call Center
In the last three years, the world has been impacted by the pandemic, a labor…
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Contact Center Automation, Trends and ForecastsAutonomous Customer Service: The Future of Customer Care
In recent years, a vast number of processes in a variety of industries have been…
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Replicant NewsResolve 2022: How to Realize Value From Contact Center Automation
Part of what makes Contact Center Automation such an impactful solution is that it’s not…
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Replicant NewsResolve 2022: Can Machines Really Converse With Customers?
The history of AI is the history of thinking. It has roots in philosophers like…
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Customer Service Call Center: 5 Tips to Improve CX
The number one way many businesses communicate with their customers is through their contact center….
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AI Chatbots: What Are They and How Do They Work?
Many people today are familiar with the concept of artificial intelligence (AI) as well as…
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Resolve 2022: How Replicant Designed Compliant Conversations for Digital Beginners
For most of us, interacting with a machine is nothing new. Full generations have lived…
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AI Customer Support: How to Enrich Your Customer Experience
Years ago, if you asked customers what they thought of AI customer support, you would…
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Conversational AI vs Chatbots: What’s the Difference?
If you’re exploring technology and automation for your contact center, you may be curious about…
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CX Strategy, Trends and Forecasts5 Questions CX Leaders Should Ask During Holiday Spikes
Most contact center leaders are familiar with some of the key strategies for navigating the…
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Traditional vs. Remote Call Center: A Comparison
When you think of a traditional call center, the image that comes to mind is…
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How To Choose the Best AI Chatbot For Your Call Center
Consumers today are accustomed to looking for a “chat” button on any webpage they visit….
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CX StrategyWhat CX Leaders Need to Know About Composability
Customer service has reached an inflection point. Fast and modern experiences are no longer a…
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Conversational AI Platform: What It Is and How It Works
The aftermath of the global pandemic of 2020-21 continues to affect just about every industry…
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Could an AI Call Center Totally Replace Live Agents?
Artificial intelligence is a hot topic in just about every industry today. One of the…
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Call Center IVR ExplainedIf you’ve ever called a business and interacted with a system that directs you to…
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Thinking About Call Center Outsourcing? Try This
The aftermath of the global pandemic of 2020 has resulted in a combination of increased…
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Automation & Accessibility: Providing Customer Service For AllThere’s little doubt that Contact Center Automation is a transformative resource that’s creating positive change in customer…
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The Data-Backed Contact Center Automation Action Plan
Contact Center Automation has gained widespread adoption across the customer service world. It’s being used…
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Replicant’s Conversational AI PlatformFounded five years ago, Replicant has been faithful to its mission of “crafting great human-to-machine…
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Autonomous Customer Service – How This Technology Works
When business owners decide to implement AI in customer service, it’s important that they understand…
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The 6 Biggest Barriers to Automation According to Contact Center Leaders
According to the 2022 Benchmark Report, almost all contact center leaders (91%) report that automation…
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Increase Call Capacity With Call Center Automation
When new business owners set up their customer service department, they often view it as…
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What’s Your Cost Per Call?
A lot has changed since the first contact centers were formed in the late 20th…
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A Look into the AI Contact Center of the Future
There’s a reason why futuristic movies, books, and shows are popular. Everyone loves the opportunity…
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The 5 Top Priorities for Contact Center Leaders (and How They Plan To Achieve Them)Ask anyone who’s called into a contact center in the last year, and they can…
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Back to School: Contact Center Automation 101
Now that fall is in the air, it’s officially back-to-school season! What a perfect opportunity…
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Cloud-Based Contact Center Solution Providers: A Comparison
Customer service centers have made leaps and bounds over the past several years in terms…
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Artificial Intelligence, CX StrategyHow an AI Call Center Can Outperform a Traditional Contact Center
When it comes to technology, every business wants to understand how it will approve processes,…
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How Enterprise Contact Centers Really Feel About AutomationCustomer service and automation have been loosely tied together for many years now. But new…
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How to Use Contact Center Automation to Scale Your Business
Having more of something – especially in the business world – is a double-edged sword….
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Artificial Intelligence, Trends and ForecastsAI, the Future of Work, and Replicant
Replicant co-founder and CEO Gadi Shamia recently joined the AI and the Future of Work podcast for…
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Trends and ForecastsThe 5 Most Important Contact Center Stats in 2022 (So Far)
At the start of the year, enterprise contact centers were hoping for a return to…
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CX Strategy, Replicant News, Trends and ForecastsWebinar Recap: How to Recession-Proof Your Contact CenterLabor shortages and unpredictable customer demand have defined much of the past two years for…
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Replicant’s Call Center Workforce Optimization Explained
The idea of contact center optimization is often no longer a differentiator but, instead, has…
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Omnichannel Contact Center Solutions That Work
Imagine your customers ordering a product on your website and your company is able to…
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CX Strategy, Replicant News, Trends and ForecastsBenchmark Report: Contact Center Automation is Moving to the Mainstream
Contact center leaders are facing the hardest customer service climate in history. According to new…
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The Virtual Call Center Software Top Companies Use and Why
As the virtual call center becomes a reality for more and more companies, it’s understandable…
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CX Strategy, Replicant News, Trends and ForecastsCustomer Service Innovator Spotlight: Mike BowmanReplicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
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What is Autonomous Customer Service?
While many industries are struggling with a tight labor market, customer service centers may have…
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Contact Center Automation Use Cases
Contact center automation is most useful for repetitive, predictable tasks. Tier One calls that are…
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Why a Cloud-Based Contact Center is Best
It’s easy to understand why more technologies have moved to the cloud. When it comes…
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Replicant NewsReplicant Named ‘Hot Vendor’ by Aragon Research
This month, Replicant was selected as one of four Hot Vendors in Conversational AI for…
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The US Is in a Recession: Here’s What Contact Centers Need to Know
Replicant’s free resources offer tips and strategies for a recession-proof customer service operation The American…
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Artificial Intelligence3 Ways Customer Service Automation Saves Money
Making decisions when it comes to technology can sometimes feel like a catch-22. Most organizations…
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CX StrategyThe Best Contact Center Solutions Explained
For something to be dubbed “the best,” a user’s expectations should not just be met….
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Artificial Intelligence, CX StrategyDoes Your Contact Center Use Conversational AI? It Should
The word “conversation” is defined as “a talk, especially an informal one, between two or…
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CX StrategyThe Best Call Center Outsourcing Solution Includes This
It’s no surprise that contact centers today are struggling. High and fluctuating call volumes, labor…
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CX StrategyCustomer Experience Automation – Why Companies Prefer TechnologyAutomation technology and live agents. It’s easy to see why this has historically been a…
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CX StrategyContact Center Outsourcing vs. Customer Experience Automation
Are you looking for a way to improve your customer interactions with your contact center?…
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CX StrategyCall Center Automation – Why Choose Replicant?
Outsourcing is one of the first solutions that come to mind when a company expands,…
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CX StrategyChecklist: 10 Steps To Recession-Proofing A Contact Center
Extended periods of economic uncertainty are inherently speculative. But as questions continue around the immediate…
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CX StrategyHow Call Center Automation Software Works
Call center technology has evolved over the years from a simple telephone interaction to a…
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CX Strategy, Trends and Forecasts5 Keys To A Recession-Proof Brand
Brands can thrive – even amid economic uncertainty The Great Recession of 2009 saw one…
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Artificial Intelligence, CX StrategyThe Thinking Machine Contact Center Technology
We are in the era of artificial intelligence and machine learning. Just about every market…
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Contact Center Automation, Trends and Forecasts5 Ways Automation Can Future-Proof Your Contact Center
Contact Center Automation: Built to Withstand Over the past three years, contact centers have been…
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Trends and ForecastsContact Center Technology in 2022
The Contact Center Technology Businesses Need in 2022 Every company relies on a group of…
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CX Strategy, Replicant NewsCustomer Service Innovator Spotlight: Michelle Deese
Replicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
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Trends and ForecastsHow A Recession Would Impact Contact Centers
How Leaders Can Prepare for an Economic Slowdown Depending on who you ask, the US…
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CX StrategyCall Center Solutions To Increase ROI
Increase ROI With Better Call Center Solutions As technology becomes more advanced, customers are quickly…
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CX StrategyWhich Call Center Software Do Businesses Use?
Which Call Center Software Should I Use? Selecting the right call center software can be…
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What You Need to Know About Conversational AI for Contact Center Automation
Contact Center Automation is an emerging category in which companies automate their most common customer…
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CX StrategyUsing Autonomous Customer Service Software 2022
The Autonomous Customer Service Software To Use in 2022 When the global pandemic of 2020…
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Contact Center AutomationHow Contact Center Automation Reduces Costs
Reducing Costs With Contact Center Automation Cost reduction is the overall goal of every organization…
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CX StrategyReplicant Wins #1 AI-Driven Solution at SIIA CODiE Awards
Replicant Receives SIIA CODiE Award for Best Artificial Intelligence Driven Technology Solution This week, the…
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7 Benefits of Contact Center Automation for Customer Service
Contact Center Automation is quickly changing the way businesses engage with customers and how customers…
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CX StrategyDTC Brands Drive CX With Contact Center Automation
Direct-to-consumer businesses rely on great customer service According to e-Marketer, Direct-to-consumer (DTC) eCommerce sales are…
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CX StrategyThe Conversational AI Platform for Businesses
The Conversational AI Platform Your Business Needs When businesses are looking to elevate their customer…
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CX Strategy2022 Advanced Call Center Technology Includes AI
Advanced Call Center Technology Includes AI in 2022 Technology has been part of call centers…
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CX Strategy, Replicant NewsCustomer Service Innovator Spotlight: Tom Dietrich
Replicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
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CX StrategyWebinar Recap: Because Overcomes Agent Staffing Woes With Replicant
Overcome Agent Staffing Woes with Omnichannel Contact Center Automation Recently, we were fortunate to be…
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CX StrategyHow to Enhance Your Call Center Experience
How Technology Enhances the Call Center Experience It’s more important than ever for businesses to…
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CX StrategyAdding Automation to Every Customer Service ChannelReducing inbound customer requests has always been a priority for contact center leaders. But up…
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CX StrategyWhy Use Customer Service Automation Software?
Why Businesses Use Customer Service Automation Software With hiring challenges and unpredictable call volumes on…
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CX Strategy15 Biggest Benefits of Contact Center Automation
Contact Center Automation transforms every side of the customer service journey Contact Center Automation is…
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CX StrategyWhat Is a BPO Call Center? Learn More Now
What is a BPO Call Center? For years companies that required additional customer service support…
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CX StrategyThe Cloud-Based Contact Center Explained
What is a Cloud-Based Contact Center? A cloud-based contact center can handle all inbound and…
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CX StrategyLook for this in an Enterprise Call Center
Important Things to Look for In An Enterprise Call Center An enterprise call center is…
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CX StrategyWhy Siloed Automation Strategies Fail
How a Holistic Automation Solution Brings Customers Familiar Experiences Picture contact centers as a house….
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CX StrategyConsistency: The Key to Omnichannel Customer Service
How a Holistic Automation Solution Brings Customers Familiar Experiences Today’s customers put up with a…
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CX StrategyTalk, Text or Type: Transform Your Contact Center With Replicant
Contact Center Automation is Revamping Customer Service Customers expect great service no matter what their…
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CX StrategyReplicant Announces Expanded Support Across Messaging and Digital Channels
Automate Every Channel in Any Language Early on in our company history, Replicant made the…
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CX StrategyThe Best Contact Center Outsourcing Solution
Why The Best Contact Center Outsourcing Solution is AI When companies consider a contact center…
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CX StrategyMyth: Automation is Bad for Customer Service Agents. Here’s Why.
Contact Center Automation is putting to rest common AI misconceptions When people think of Artificial…
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CX Strategy8 Key Features: How to Identify Contact Center Automation
Know What Your Contact Center is Looking For A 2021 McKinsey survey indicated that AI adoption…
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CX StrategyThe 5-Minute Roadmap to Contact Center Automation
Getting Started With Contact Center Automation Companies often take a step-by-step approach to unlocking the…
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CX StrategyHow Contact Center Automation is Different From Other Solutions
What Makes Contact Center Automation Different? Contact centers represent an extremely large market with several…
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CX StrategyThe Call Center Technology Top Call Centers Use
Call Center Technology Top Call Centers Use Includes AI Call center technology at its essence…
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CX StrategyWhat is Contact Center Automation?
Contact Center Automation: Service for Your Customers, Relief for Your Agents Contact Center Automation is…
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CX StrategyCustomer Service Innovator Spotlight: Vanessa Hardy-Bowen
Replicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
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CX StrategyA New Era of Customer Service
Contact Center Automation: The Preferred Path Forward The last two years have made a lot…
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CX Strategy3 Things Top Call Center Outsourcing Companies Have | Replicant
Top Call Center Outsourcing Companies Have These 3 Things Businesses in the United States have…
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CX StrategyBuilding the Contact Center Automation Category: Replicant’s $78M Series BIt was January 24th in Winnipeg, Canada. The temperature was close to zero degrees Fahrenheit….
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CX StrategyUS Based Call Center vs. Conversational AI
Comparison: US Based Call Center vs. Conversational AI Serving the needs of customers who call…
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CX StrategyCustomer Service Innovator Spotlight: Hannah Day
Replicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
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Artificial Intelligence, Contact Center AutomationContact Center Automation: Why Voice is King for CX
Voice Automation Has Fueled the Rise of Contact Center Automation Contact Center Automation has become…
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CX StrategyDoes Contact Center AI Really Work?AI Customer Support – Does Contact Center AI Really Work? Contact center AI is just…
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Contact Center AutomationHow to Meet Customer Demand, Flatten Call Spikes, and Lower Contact Center Costs With Automation
Protect Your Contact Center From Rising Unpredictability Using Automation Scaling contact centers with human resources…
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Artificial IntelligenceContact Center Automation vs. IVRs: What’s the Difference?
Contact Center Automation Is Refreshing the Customer Experience The phone has long been customers’ preferred…
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CX StrategyIVR Pricing and Conversational AI Comparison
IVR Pricing: How Its Value Stacks Up Against Conversational AI They say “you get what…
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CX StrategyWhat Inflation Means for Contact Centers
Costs Are Rising, But Contact Centers Can Stay Calm Inflation is applying pressure to nearly…
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Contact Center AutomationWhat the Pandemic Revealed About Contact Centers
Customer Service Has Changed For Good For years, contact centers have operated on multi-year plans,…
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CX StrategyHow to Use Contact Center Data to Improve Agents
Training Agents Just Got A Whole Lot Smarter Customer service agents have never needed help…
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CX StrategyCustomer Experience Automation & Conversational AI
Why Customer Experience Automation Should Include Conversational AI Today’s customer experience automation should always include…
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CX StrategyContact Center Automation: 6 Months From Now, You’ll Wish You Started Today
Don’t Wait, Automate A few years ago, 76% of contact centers were planning to invest…
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CX StrategyThe Rise of Contact Center Automation in 12 Stats
The Numbers Behind Contact Center Automation’s Rapid Adoption Digital transformation was already well underway in…
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Artificial Intelligence10 Challenges Contact Centers Can Navigate With Automation
Contact Center Automation Is Built for Today’s Challenges As customer service and support organizations look…
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CX StrategyCall Center Outsourcing Services: BPO vs. Conversational AI
Call Center Outsourcing Services: BPO vs. Conversational AI Every year, artificial intelligence (AI) technology becomes…
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CX Strategy7 Things You Could Accomplish in the Time You’ll Spend Waiting for Customer Service
What would you do with 43 days? A report found that half of America’s customers…
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Contact Center AutomationHow Short-Staffed Contact Centers Can Overcome Summer Spikes
Seasonal Spikes Don’t Have to Mean Hiring Scrambles With much of the world emerging from…
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CX Strategy8 Stats That Show How Customer Service Agents Have Changed
Customer Service Representatives Are Evolving This month, we’ve taken a look at the ways in…
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CX StrategyContact Centers Before and After Deploying Replicant
How Contact Center Automation Transforms Customer Service When done right, customer service can be your…
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CX StrategyCall Center Outsourcing Companies: Why to Choose Replicant over BPOs
Call Center Outsourcing Companies: Why to Choose Replicant over BPOs At first glance, business process…
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CX Strategy11 Eye-Opening Customer Stats
What the Data Says About the “New Customer” Between the pandemic, the “Great Resignation,” and…
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CX StrategyWhat is a Contact Center vs a Call Center?
What is a Contact Center vs. a Call Center? Successful contact center management or call…
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CX StrategyThe Hidden Costs of the Contact Center Crisis
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CX StrategyContact Center Automation Trends in 2022
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CX StrategyThe Perfect Storm: Why Contact Centers are in Crisis (and How They’ll Recover)
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CX StrategyThe Consequences of Rising Call Volumes (and What To Do About It)
Contact Centers Can’t Keep Up With Skyrocketing Call Volumes Catastrophic weather events. Cybersecurity threats. Supply…
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CX StrategyHow to Boost Customer Service in a Call Center
How to Boost Customer Service in a Call Center with the Thinking Machine As customer…
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CX StrategyCall Center Customer Service Outsourcing Defined
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CX StrategyYour Checklist to Survive the Contact Center Labor Crisis
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CX Strategy5 Reasons Contact Center Agents Love Replicant
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CX StrategyChoosing the Best Customer Service Outsourcing in 2022
Choosing the Best Customer Service Outsourcing in 2022 As businesses dive deeper into 2022, many…
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CX Strategy5 Reasons to Break Up with Your Dated IVR
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CX Strategy, Trends and ForecastsWhy BPOs Are Falling Short and Can’t Solve the Contact Center Staffing Shortage
Today’s contact centers are under immense pressure from multiple angles, each with their own unique…
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CX Strategy, Trends and ForecastsThe Great Resignation – Remote Call Center Solutions in 2022
Remote Call Center Solutions in 2022 As workers around the country re-evaluate what their work…
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Infographic: How the Great Resignation is Impacting Contact Centers in 10 Data PointsHow the Great Resignation is Impacting Contact Centers in 10 Data Points The Great Resignation…
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Trends and ForecastsThe Surprising Roots of the Most Common Hold Music
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Artificial IntelligenceIVR Made Customer Service Efficient – Machine Learning Is Next Level
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Trends and ForecastsHow Automation is Rescuing Contact Centers from the Great Resignation
By almost every account, 2021 was the hardest year in history to manage a contact…
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Artificial Intelligence, CX StrategyPart 2: The Unforeseen Costs of Building a Conversational AI Solution
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Trends and ForecastsFive New Truths: How the Great Resignation is Changing Contact Centers
A global re-evaluation of what constitutes meaningful work has brought us to a time many…
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Artificial Intelligence, Trends and ForecastsA Digital Assistant is the Future of Customer Service
How a Digital Assistant Can Change The Future of Customer Service Digital assistants are changing…
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Replicant NewsCustomer Service Innovators 2022: 50 Leaders Transforming Contact Centers
Our annual list of bold leaders and innovators taking charge and reinventing how contact centers…
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Trends and ForecastsWhat COVID Surges Mean for Contact Centers
The recent explosion of COVID-19 cases worldwide, driven by the Omicron variant, has demonstrated that…
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Artificial Intelligence, CX StrategyCall Center Outsourcing or Conversational AI?
How AI Conversations Enhance Call Center Customer Service As businesses look for call center outsourcing…
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Artificial Intelligence, CX StrategyPart 1: The Unforeseen Costs of Building a Conversational AI Solution
As conversational AI adoption continues to skyrocket across contact centers globally, many customer service leaders…
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Artificial Intelligence, CX StrategyThe Best Customer Service AI Solution
The Best Customer Service AI Artificial intelligence (AI) and interactive voice response (IVR) is changing…
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CX Strategy, Trends and Forecasts10 Trends Contact Center Leaders Should Watch in 2022
Last month, we looked at ten of the most important contact center stats to emerge…
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Trends and ForecastsThe 10 Most Important Contact Center Stats of 2021
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CX Strategy, Trends and ForecastsThe Thinking Machine and the Future of Customer Service
The Thinking Machine and the Future of Customer Service When most people consider the future…
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Artificial Intelligence, CX StrategyInnovative Customer Service & Conversational AI
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Replicant News, Trends and ForecastsWebinar Recap: How Conversational AI Transformed a Financial Services Contact CenterLast week, Replicant Co-Founder and CTO Benjamin Gleitzman was joined by Mike Bowman, Director, Servicing…
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CX Strategy, Trends and ForecastsPreparing for Contact Center Agent Shortages in 2022Persistent hiring challenges and rising AI adoption in 2021 means two things for contact centers…
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Artificial Intelligence, CX StrategyConversational AI vs. Call Center Outsourcing
Five Ways Conversational AI is Better Than Call Center Outsourcing Utilizing the power of conversational…
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Artificial Intelligence, CX StrategyConversational AI: To Build or to Buy
You might understand the value that conversational AI can bring to both your contact center…
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CX Strategy, Trends and Forecasts5 Ways to Navigate Seasonal Call Volume Spikes
The holidays are here, and for many contact centers this means ‘tis the season’ for…
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Artificial IntelligenceEfficient Call Center Outsourcing Is In AI
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CX Strategy, Trends and ForecastsHow to Attract and Retain Call Center Agents in a Post-Pandemic World
Like every industry, call centers are experiencing a labor shortage as we bounce back to…
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CX Strategy, Trends and Forecasts5 Must-Have Qualities for Every Contact Center in 2022
By now, you’ve probably adjusted your contact center strategy and formed new working habits after…
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Artificial Intelligence, Trends and ForecastsThe Future of Customer Service Lies In AI
The Future of Customer Service Is In AI. Are You Keeping Up? The future of…
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Artificial IntelligenceNon-Linear Conversations: What Sets Conversational AI Apart
Contact centers implement solutions like bots, intelligent virtual agents (IVAs), intelligent voice response (IVRs) and…
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Artificial IntelligenceTop 8 Learnings After Years of Conversation Design
Written by Benjamin Gleitzman, Chief Technical Officer and Co-Founder at Replicant Conversational AI remains a nascent…
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CX StrategyLearn the Different Types of Virtual Agents by Replicant.AI
What are the different types of virtual agents? There are four different types of virtual…
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Artificial Intelligence, Trends and ForecastsIs Conversational AI the Best Solution to Support Pandemic-weary Contact Centers?
As the Delta variant of Covid-19 sweeps across the globe, contact centers are feeling the…
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Artificial Intelligence, Replicant NewsConversational AI is No Longer a Black Box
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CX Strategy, Trends and ForecastsFive Key Trends in Patient Experience for 2022
2021 accelerated many of the virtual care and digitalization trends already underway in healthcare. It…
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Artificial IntelligenceThe Difference Between Conversational AI and Chatbots
How Conversational AI Compares to Chatbots Conversational AI and chatbots are different. As call centers…
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CX StrategyWhat is IVR (Interactive Voice Response) and How Does it Work?
The faster you can provide customers with service and issue resolution, the happier they tend…
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CX Strategy, Trends and ForecastsWhat is Total Experience (TX)?
As business leaders look toward 2022, the call for digital transformation has never been louder. …
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CX StrategyWhich Type of Contact Center Fits Your Business Best?
What are the Different Types of Contact Centers? Contact centers can look very simple to…
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Trends and ForecastsFrom Understaffed to Overprepared: How Contact Centers are Bouncing Back
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CX StrategyHow Business Process Outsourcing Helps Businesses Grow
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Replicant NewsTop 10 Contact Center Outcomes of Conversational AI
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Artificial IntelligenceCall Center Analytics, Insights, & Conversational AI
Call Center Analytics, Insights, and Conversational AI Many people can probably remember feeling a sense…
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Artificial Intelligence, CX StrategyDistinguishing Between Call Routing, Transcribing and Conversational AI
Call routing vs. transcribing vs. conversational AI Intelligent solutions in contact centers are nothing new….
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CX StrategyTypes of BPO To Help Boost Your Business Productivity
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Artificial Intelligence, CX StrategyCall Center and CRM Integration Using AI Solutions
Call Center and CRM Integration Customer relationship management (CRM) is the process by which a…
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Artificial Intelligence, CX Strategy, Replicant NewsIntroducing the Definitive Guide to Conversational AIConversational AI is reshaping the way brands communicate and engage with their customers. If you’re…
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The Replicant 2021 Contact Center Survey
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Survey: The Effects of Bad Customer Service and How Brands Can Fix It
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CX Strategy, Trends and ForecastsAre Contact Center Leaders Asking The Wrong Questions?
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Replicant NewsInsurance Innovated: Top Takeaways from InsureTech Connect 2021
2021’s InsureTech Connect conference in Las Vegas came and went faster than a Bellagio fountain…
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Will AI Replace Contact Center Agents?
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Why AI Adoption Skyrocketed in 2021
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5 Reasons We’re Excited for InsureTech Connect 2021
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How to Identify Call Types That Are Ideal for Voice AI Automation
Call center automation is part of the rise in hyperautomation, which is driving businesses to…
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What CX Leaders Are Prioritizing to Improve the Customer Experience
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What Is Conversational AI and How Does It Work?
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Artificial IntelligenceBuilding Blocks Every Enterprise Needs for a Natural Language Automation Strategy
Enterprises are adding more natural language projects and terms each day. This creates more pressure…
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Artificial IntelligenceHow Voice AI Is Transforming Customer Service for the Telecommunications Industry
The telecommunications sector, one of the largest industries globally, is at a crossroads. No longer…
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What Is Automated Customer Service, Examples, and How to Adopt It
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Artificial IntelligenceHow Voice AI Is Transforming the Patient Experience in Healthcare
Healthcare should be patient-centric, yet nearly half of surveyed consumers believe the healthcare industry is…
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Artificial IntelligenceWhy You Shouldn’t Build Your Own Voice AI Contact Center
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Replicant NewsReplicant Wins $10,000 for BUILD in Talkdesk CX Digital Showdown
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Case StudiesEnterprise Delivery Company Reduces Call Center Costs by 55% With Replicant Voice
Contact centers that are looking to scale service while also managing costs are turning to…
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Customer Service Leaders Share Learnings From COVID-19 and Challenges Ahead
The last year has been a rollercoaster for customer service leaders, and the ride’s not…
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Trends and ForecastsWhere Customer Service and Support Is Headed in 2021 and Beyond
There’s no doubt the COVID-19 pandemic altered the way we do business, and customer experience…
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Artificial IntelligenceDon’t Buy Voice AI Unless It Does These 5 Things
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CX StrategyADP’s Director of Digital Transformation and Payment Ops on Getting Buy-In and Adoption
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Replicant NewsReplicant Named a Forbes Top 50 AI Firms to Watch in 2021
With the use of AI becoming more common, it’s also getting more difficult to pick…
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Artificial IntelligenceAutomation and Human Agents: The Benefits of a Hybrid Workforce
It wasn’t long ago that artificial intelligence (AI) felt futuristic. But with the recent acceleration…
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Contact Center AutomationCall Center Outsourcing: Pros and Cons of Using a BPO for Your Call Center
As the frontline for handling customer issues, customer service departments still rely on the phone…
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Contact Center AutomationElastic Customer Service: The Key to Efficiently Scaling Contact Center Capacity With DemandThe success of contact centers has always relied on carefully balancing customer service capacity with…
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CX StrategyFour Tips for Successfully Implementing AI and Automation at the Enterprise Level
Although AI stirs up grand visions of the future, it’s also gotten a bad name….
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Trends and ForecastsShared Autonomy, Materially Soft Robots, and Specialized Infrastructure: What the Future of Human and Machine Interactions Looks Like
Whether you believe machines will take over the world or not, many people are wondering…
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Artificial IntelligenceHow Voice AI is Transforming Customer Service for Retail Companies
Retail companies need to remain agile so they can meet the ever-changing expectations of customers….
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Artificial IntelligenceHow Voice AI is Transforming the Customer Experience for Hospitality
Travelers “want to be engaged, heard, empowered and delighted by hotels.” They want and demand…
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Artificial Intelligence, Contact Center AutomationThe Future of Contact Centers Lies in AI and Agent Collaboration
Contact centers are seen as a cost center and a source of frustration for both…
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Artificial IntelligenceHow AI is Transforming Customer Service for Insurance CompaniesAI is transforming the customer service experience across all industries. Insurance companies are no exception….
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Contact Center Automation, CX StrategyDelivering Customer Service at a Fraction of the Cost with Replicant
It would seem that the voice in the contact center has come full circle. What…
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Replicant NewsInfographic: Looking Back, Sprinting Forward – Replicant’s 2021 Forecast
2020 changed customer service as we know it. We saw agents working from home for…
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Replicant NewsLooking Back, Sprinting Forward: Replicant’s 2020 Year in Review
2020 was an extraordinary year in customer service. It was also an incredible year for…
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Contact Center Automation, Trends and Forecasts4 Contact Center Forecasts for 2021
Just because we can’t meet up in person, doesn’t mean we can’t have fun anymore!…
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Contact Center AutomationEverything You Should Know About An Autonomous Contact Center
You may have heard the term “autonomous contact center” and wondered what it’s all about….
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Artificial Intelligence, Contact Center AutomationTop Voice AI Use-cases Every Call Center Exec Should Be Aware Of In 2021
Voice AI is fast becoming a staple of the modern contact center — handling Tier-1…
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Trends and Forecasts5 “Top of Minds” for Customer Service Leaders in 2021At Replicant, we believe in taking a fresh approach to connecting with our prospects…
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Trends and ForecastsRetail in 2021: Customer Service Trends You Can’t Ignore
2021 brings with it the shopping trends of 2020 — despite the Covid-19 vaccine close…
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Contact Center AutomationThe Future of Contact Centers starts with Elastic Customer ServiceMassive shifts in contact center operations over the last year exposed issues that have long…
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Contact Center AutomationCall Center Turnover: How to Eliminate Employee Attrition Costs
Call Center Turnover: How to Eliminate Employee Attrition Costs No matter the industry, managing employee…
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Contact Center AutomationHow to Manage a Remote Call Center
Over the past couple of decades, employees have increased their demand for flexibility and adaptability…
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Replicant.ai raises $27M to modernize customer service with the world’s first autonomous contact center
Today we announced the closing of $27 million Series A financing, led by Norwest Venture…
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Contact Center AutomationOptimize Call Center Costs
Author Andrew Grant famously said, “You never get a second chance to make a first…
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CX Strategy, Trends and ForecastsWhy Call Centers Need Replicant
Organizations are now entering the third era of IT, according to Gartner’s 2019 CIO Survey,…
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A New Approach to Customer Service for eCommerceIn April 2020, digital e-commerce jumped 49%, dubbing the spring month as “Black Friday in…
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Contact Center AutomationWhat’s the “Next Normal” for the Call Center?The world of February 2020, before COVID-19 became a global pandemic, no longer exists. No…
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Contact Center AutomationPrepare your Call Center for COVID-19 RecoveryHow to overcome unpredictable setbacks with flexible customer service We learned very quickly that our…
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Artificial Intelligence3 Ways Conversational AI Can Help Contact Centers Recover from COVID-19
The COVID-19 pandemic has tossed all industries, including contact centers and customer service, into a…
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Artificial Intelligence, Trends and ForecastsAI Voice Responders Support Call Centers During COVID-19
Replicant’s AI Voice Responder enables call centers to quickly respond to increased customer calls without…
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Artificial Intelligence, Trends and ForecastsAI Voice Responder Supports Call Centers Impacted by COVID-19Replicant’s AI Voice Responder enables call centers to quickly respond to increased customer calls without…
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Customer Service in the Time of Corona
How to overcome unpredictable setbacks with elastic customer service Most of us have learned about…
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CX StrategyChatbots vs. Virtual Agents: Customer Service Tools That Are Disrupting the Industry
Artificial Intelligence’s (AI) ability to give machines human-like qualities continues to be a transformative technology…
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Artificial IntelligenceYour Fast and Easy Guide to Customer Service AI Terms
If you’re beginning to explore artificial intelligence (AI) for your customer service strategy or simply…
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Artificial IntelligenceGet Smart on Replicant VoiceWant to get smart on Replicant Voice? Take a look at our most frequently asked…
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Artificial Intelligence, Contact Center Automation10 Ways Voice AI Empowers Contact Centers
Voice AI is transforming the contact center as we know it. The traditional customer service…
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Artificial Intelligence, Replicant NewsMeet the “Thinking Machine”: Why We Chose Not to Personify AI at Replicant
Artificial Intelligence (AI) has been around for a while now. Al algorithms were brought to…
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Artificial IntelligenceConversational AI Brings New Experiences to Customer Service
The future of customer service is rapidly evolving. Customer Service has received more attention in…
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Artificial IntelligenceWhat Makes a Great AI Conversation on the Phone?
A few weeks ago, I wrote a blog post about the making of a great…
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Patience Factors and Customer Service
Patience is a virtue, or at least so we’re told. Virtue or not, patience is…
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Artificial IntelligenceWhat Makes a Great Conversation?
I have been working in the Customer Service industry for the past five years and…
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Artificial Intelligence, Contact Center AutomationCall Center Automation: What Calls Should You Automate?
Call centers have changed drastically, even over the last five years. As technology continues to…
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Contact Center AutomationThe New World in Contact Centers: Are Virtual Agents Better than Human Agents?
The contact center industry is seemingly changing overnight. From artificial intelligence to natural language processing,…
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Replicant NewsReplicant Launches with $7 Million in New Funding and Adds Veteran CEO
Talkdesk’s former COO joins Replicant to lead the customer service industry into the age of…
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Contact Center AutomationWho’s Answering Your Customer Service Calls?
Customer service call centers comprise a significant portion of the U.S.’s economy, with four million…
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Artificial IntelligenceDeep Learning vs Machine Learning: What’s the Difference?
Artificial intelligence (AI) is a vast, complicated field. We know, we work with AI every…
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Artificial IntelligenceNatural Language Processing and the Future of Voice in Technology
Computers are amazing when it comes to compiling and analyzing structured data, such as math…
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Contact Center Automation4 Ways to Liven up your IVR to Serve your Customers Better
How critical is customer engagement? Well, these days it’s a pivotal strategic approach in the…
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Contact Center AutomationGuide to Scaling Your Call Centre Business Model
When your company is just beginning, it is difficult to imagine that you will have…
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Complex Customer Service Issue? Humans Are Standing By
Over the last several years, the customer service industry has experienced monumental change. From the…
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Artificial IntelligenceThe Impact of Machine Learning on Call Centres
Machine learning has experienced exponential growth in the last few years. The International Data Corporation…
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Best Customer Service Practices – 10 Customer Service Tips you Need to Try
By Melissa Rosen The best companies do not just have customers, they have fans. My…
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CSAT: The Ultimate Guide to Customer Satisfaction
Currently, there has been a transition from customer service that was handled by operators to…
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