Beyond Training: Defeat the forgetting curve of contact center agents with in-band knowledge and AI augmentation

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  1. Have you ever heard of the forgetting curve? A concept pioneered by German psychologist Hermann Ebbinghaus, it refers to the rapid deterioration of human memory over time. This decay is also called transience. Ebbinghaus research showed that humans retain only 25% of information after just two days of learning something. Research by the University of Waterloo says we retain only about 2%-3% a month after learning something.
    Tags: cx, customer-experience, by tjeerdtraats (2018-08-20)
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