Founder and Principal Melissa Copeland weighs in on contact center quality assurance in CMS Wire, discussing how AI is analyzing call data to produce more accurate feedback and reduce selection bias.
Computerworld on Google placing ads into AI chats
CMS Wire on contact center trends
Information Week on exceptional customer experiences
Good customer experience must take the customer, the company, and the employee into account. If you’re missing one of these things in building a customer experience, you’re doing it wrong and, most likely, your customers aren’t happy. Founder and Principal Melissa Copeland weighs in on this article from Information Week.
