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Why Call Centers Need an Answer Engine®

Why Call Centers Need an Answer Engine®

Call center leadership knows the struggle all too well. Reps are bouncing between multiple systems during live calls, searching through scattered documentation and logs spread across tools, platforms, and storage systems—while customers wait on hold. Training new...

A 5-Step Ticket Deflection Roadmap for SaaS Support Teams

A 5-Step Ticket Deflection Roadmap for SaaS Support Teams

Support teams are often measured by how quickly they resolve tickets. But the smartest teams prevent unnecessary tickets from being created in the first place. Ticket deflection is a critical component for support teams to improve metrics like time-to-response and...