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Even as digital channels grow, 86% of consumers say they prefer to interact with a human being when reaching out to a company and 71%. So we surveyed over 300 contact center leaders to gather their perspectives on how their business operates, assessing the effectiveness of existing contact center technology, and their plans for the future. Of the contact center leaders feeling "very prepared" for the future, 88% use conversation intelligence, compared to just 9% of those who do not. Read this report to learn why. |
