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Intelligent Virtual Agents (IVAs): Everything You Need to Know

Ready to upgrade customer service? This guide breaks down intelligent virtual agents in plain language, what they are, how they work, where they fit, and how to roll one out without overcomplicating things.
Call Center Agent Scorecard Templates That Help Improve Performance

If you’ve ever sat down to review a call with an agent and found yourself thinking, “Where do I even start?”, you’re not alone. Many managers and supervisors have been there.
How IVR Systems for Manufacturing Improve Efficiency and Enhance CX

Have you ever called a manufacturing company to check in on the status of an order, or ask a billing question, only to be greeted by an automated system guiding you through a list of options? If so, you’ve seen...