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Making the Grade: Using Automatic Scorecards to Improve Agent Performance
Making the Grade: Using Automatic Scorecards to Improve Agent Performance

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A Comprehensive History of AI in the Call Center: From ACDs to Predictive Analytics and Beyond
A Comprehensive History of AI in the Call Center: From ACDs to Predictive Analytics and Beyond

Voice continue to the most widely-utilized customer service channel by consumers, with 73% of consumers ca...