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The Most Expensive Mistake in Customer Experience? Waiting Until the Call Is Over.
In enterprise contact centers, insight often arrives after damage is done. Dashboards light up. QA scores drop. Supervisors review transcripts. But the customer has already formed an opinion. As complexity rises across BFSI, telecom, healthcare, and retail, the conversation is no longer about adding bots. It is about embedding intelligence inside live human interactions. The shift from reactive...
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