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10 Contact Center Management Mistakes & Best Practice Tips to Fix Them!
Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by...
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Is Your Contact Center Ready for the New Year? Set Your 2018 Business...
2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new...
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Call Center Survey Questions for Better Customer Satisfaction
KPIs and Analytics drive call centers as much as the people taking the calls. While data may be critical for the call center, we cannot overlook the often-ignored impact of feedback obtained from...
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Contact Center AI – What’s out there?
AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess...
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How to Improve Call Center Customer Satisfaction with Live Chat
If you’ve ever asked somebody to describe their customer support experience with a company’s call center, there’s a good chance they started their answer with a heavy sigh. As many as 66% of customers...
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7 Benefits of Unified Communications for Contact Centers
Picture this: A screen with four applications open, arranged in windowed tiles so you can still access the other five other applications hidden behind. The click-clack sound of keyboard toggle...
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The Telephone is a Dying Communication Channel. And it’s Being Killed by...
My phone rings. It’s a mobile number, and I’m expecting a call. I pick up the phone. An automated voice responds: “We are calling to inform you that the IRS has filed a lawsuit against you…” I hang...
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