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Two heads are better than one – but at what cost?
In a recent post, Gartner’s Michael Maoz recounted conducting an experiment on collective intelligence as part of a presentation. He asked an individual for the Hubble Constant,* and when that person...
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The Age of the Customer elevates the importance of the contact center
At Aspect, we’ve talked for some time about the potential of the contact center to tap the collective intelligence of the organization to serve the customer. Through this level of engagement,...
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