Average Handle Time Coaching Interactive Voice Response Strategic Value 
Playvox
MARCH 19, 2024
The Evolution of Contact Center AI Early uses of AI and machine learning (ML) showed up in call centers years ago in intelligent routing solutions and interactive voice response (IVR) systems. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently.
Tenfold - Contact Center Blog
NOVEMBER 30, 2017
With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Improved agent productivity – With more time available to front-line management, productivity improvements from focused coaching are realized.
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