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As today’s contact center evolves into more of an exception center, the role of automation is poised to grow exponentially. 

The long term benefit of automation in the evolution of the contact center industry will be a reduction in agent turnover accompanied by an increase in overall job satisfaction, in addition to providing an efficient service experience for the customer. 

Based on a 2019 survey of contact center professionals conducted by Saddletree Research in conjunction with the not-for-profit, university-based National Association of Call Centers (NACC), this whitepaper sheds light on factors driving contact center automation.

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