5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX
NICE inContact
JUNE 20, 2019
Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs.
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