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How to improve soft skills in customer service teams

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The role of automation in contact center quality assurance

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What is natural language understanding (NLU)?

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Intelligent virtual assistants: The ultimate guide

A version of this article first appeared as a guest post on G2’s Learn Hub. Intelligent…

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What is a virtual agent?

What is a virtual agent? A virtual agent—which is used synonymously with “intelligent virtual assistant” or…

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What is a support bot?

Today’s support chatbots are intelligent, AI-powered game changers In previous articles, we’ve written about virtual agents…

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Getting started: Bots vs. humans

Not a sci-fi movie villain If you’re apprehensive about automation because you’re concerned it’s going to…

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How AI uses feedback loops to learn from its mistakes

The best ideas were grown on the fertile ground of failure. And like the most innovative…

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What is the experience economy? (Plus experience economy examples)

Over the past few centuries our society has transformed. First thanks to the industrial revolution which…

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Accelerate your CX in 2025: A 5-step AI readiness checklist

The organizations set to surge ahead in 2025 are those that took bold, early action to…

’Tis the season for December integrations

Workday (Support) Workday helps you provide faster, more accurate employee service with easy access to employee…

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AI innovation checklist: How leading companies have stayed ahead in 2024

2024 has been a year like no other. AI has moved from buzzword to business-critical, and…

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What is shadow AI? Risks and solutions for businesses

Shadow AI is the unapproved use of generative AI tools and features by employees. Learn more about the risks and what IT teams can do to mitigate shadow AI.

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25 free and customizable feedback form templates

Feedback forms help you collect opinions from customers, stakeholders, and employees. Download our free templates and collect feedback today.

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Unlock the future of work with AI-driven insights

Discover key findings from 800+ HR and IT leaders across 17 countries on how AI is…

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Revolutionize work: 3 AI strategies driving productivity and satisfaction

Mariah Schuknecht, Vice President, People Operations at Zendesk, reveals how AI is transforming the workplace by…