A recent study published in the Journal of Business Research tested how customers reacted when their service recovery was handled by voice AI instead of a human agent. Customers rated the company as less customer-oriented when AI ran the recovery.…
Listeners begin forming accent-based judgments almost instantly. All it takes is a moment for listeners to begin forming judgments about a speaker based on their accent. In the BPO voice channel, that snap judgment shapes everything that follows: whether the…
Navigating the Future: Top Trends in Contact Centers for 2024 DOWNLOAD THE WHITE PAPER By Jon Lunitz, Director of Sales In the fast-evolving landscape of contact centers, staying ahead of the curve is imperative for businesses to deliver exceptional customer…