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Introduction In 2025, contact centers are at the forefront of customer experience innovation. The convergence of Quality Assurance (QA), Voice of the Customer (VoC), and Workforce Management (WFM) is reshaping how businesses engage with customers. Central to this transformation is the integration of Artificial Intelligence (AI), which is enhancing efficiency, personalization, and operational excellence. 1.…
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Delivering great customer service is not just a nice-to-have — it is a key differentiator. Companies that truly listen to their customers gain a significant edge. That’s where an AI-powered Voice of the Customer (VoC) system becomes essential. It’s not just about collecting feedback; it is about making sense of it and taking action. The…
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