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Culling Complexity (Think Like A Disruptor)

Does Automation and AI Mean The End of People-Based Customer Service?

Agents for Change – Leaders are you Listening?

Customer Service – An Agent’s Perspective

New Guest Blog from Steve Morrell, ContactBabel

A Cultural (and Technological) Revolution in the Contact Center

Customer Service – A Leadership Problem

Self Service

Reduce Effort to Improve Outcomes

Reducing Customer Effort to Increase Customer Loyalty

The “Front Line” Agent

Customer Service: the Good, the Bad, and the Unified