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News & Views

Headshot of Dave Michels, of TalkingPointz

Big Avaya news: Alan Masarek, President and CEO for its transformation, retires. Patrick Dennis, current Chairman of the Board, takes over.

Headshot of Dave Michels, of TalkingPointz

Many companies are not really asking themselves how to improve their customer service. Rather, they’re engaging in active experiments to figure out how much they can get away with.

Headshot of Nicolas De Kouchkovsky

An overwhelming array of AI possibilities for contact centers makes a structured evaluation approach imperative. Use this one as your starting point.