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Customer Experience Automation – Benefits and Best Practices

NobelBiz

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system.

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Workforce Optimization: What It is and Why You Need It

Playvox

This guide will explore the whats, hows, and whys of workforce optimization. What is Workforce Optimization? The concept of workforce optimization (WFO) is not new. Prevent and close employee skill gaps with a seamless integration to coaching.