The Future Is Agents, Not Tech.
In the call center industry, narratives created and perpetuated by pundits and experts are important. They often dictate how call...
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The Future Is Agents, Not Tech.
The Empathy Myth
The Tech Struggle
How AI Analytics Came Up Short
How to Dictate Agent Excellence
How to Dictate Agent Tone
The Elephant in the Call Center
Beware These False Narratives
Training Agents to Be Empathic
Analysis of a Software Objective