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Introduction ContactCenters are transforming rapidly to meet the demands of a digital age. Contactcenters have stepped up with self-service options, but they don’t always hit the mark. Introducing Generative AI (GenAI), the innovative force reshaping self-service in today’s contactcenters.
Call centers measured customer satisfaction based on the speed at which an agent answered the phone and responded, regardless of whether the request was resolved. With the shift to multi-or omnichannel contactcenters, today's emphasis is on customer experience. Consistency is just as important with remote agents as in-center.
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