What skillsets are needed in today's digital world? With Shannon Lee

What skillsets are needed in today's digital world? With Shannon Lee

What skillsets are needed in today's digital world? With Shannon Lee

Robin Carey talks with Shannon Lee, principal at Precision Strategies, about the skillsets needed in today's digital world.

By Vocalcom

Can IVR Destroy the Customer Experience? Press 1 or "Say Hello to Visual IVR"

When customers reach out to contact centers for support, they want quick and efficient service. As more and more contact centers strive to implement automation into their customer service strategy, one excellent advance in contact center software has been the innovation of IVR, or interactive voice response. IVR is a telephony system that uses either speech-recognition or touch-tone technology to...
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