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IVR vs. IVA: Is There a Difference and Does It Matter?
IVR and IVA are both technologies that allow customers to interact with a company without having to speak to a live agent. They have two purposes....
Retail
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Customer Experience vs. Customer Engagement
In today's hyper-competitive business landscape, customer experience and customer engagement strategy are both critical to ensure and improve...
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How Contact Center Automation Helps Improve Performance | Mosaicx
Working at a contact center is no joke. You get back-to-back calls during peak hours, repetitive conversations, short-tempered clients, tons of “hold...
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How to Use AI to Improve Retail Customer Experience
Retail customers want shopping experiences that meet their expectations for immediacy, personalization, and quality. These expectations contribute to...
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How Virtual Agents Improve Retail Customer Service
E-commerce and online shopping continue to increase in popularity among consumers. This shift has forced brands to enhance retail customer experience...