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Blog: customer experience

Reality Check: There’s Far Too Much Friction AND Fraud in Contact Centers
01 | Jul

There’s a general consensus around the idea that business leaders must choose between fighting fraud and creating friction on the customer...

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The Basic Experience of Calling a Contact Center Hasn’t Changed in 30 Years. Why?
25 | Aug

Our smartphones have revolutionized the way we live life. Their embedded sensors and digital capabilities change the way we live our lives. ...

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