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The latest contact center research, trends, and strategies

February 12, 2025

AI Agents Are Changing Customer Service—Can Your QA and Analytics Tools Keep Up?

Artificial Intelligence

Contact Center Automation

Trends and Forecasts

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Replicant Named a Forbes Top 50 AI Firms to Watch in 2021

ADP’s Director of Digital Transformation and Payment Ops on Getting Buy-In and Adoption

Replicant Launches with $7 Million in New Funding and Adds Veteran CEO

4 Ways to Liven up your IVR to Serve your Customers Better

Don’t Buy Voice AI Unless It Does These 5 Things

How to Meet Customer Demand, Flatten Call Spikes, and Lower Contact Center Costs With Automation

CSAT: The Ultimate Guide to Customer Satisfaction

Who’s Answering Your Customer Service Calls?

Guide to Scaling Your Call Centre Business Model

Deep Learning vs Machine Learning: What’s the Difference?

Automation and Human Agents: The Benefits of a Hybrid Workforce

Complex Customer Service Issue? Humans Are Standing By

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