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Call Center and Contact Center Resources

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Article -
3 Keys To Managing Emotional Labor And Reducing Turnover
Date Published May 03, 2024 - Last Updated May 03, 2024
Today’s contact centers are more technologically advanced than ever before. We’re saying goodbye to the old days of cubicle mazes, hardwired phone systems and the buzzy chatter of a hundred headset conversations... Read More
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Six AI Lessons From A Past Technology Wave
Date Published May 03, 2024 - Last Updated May 03, 2024
We are all aware that AI is the big topic of the last year plus. Some people will tell you this technology wave is different than those in the past. They may... Read More
Article -
Welcome to the Self-Service Revolution: How Helping Less Improves Agent Efficiency
Date Published April 25, 2024 - Last Updated April 25, 2024
As a contact center leader, the last thing you want to hear is that more than half of consumers would rather help themselves. But that’s where we are. We live in a... Read More
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The Importance of Building Rapport in Call Centers: A Comparative Analysis of Practices in Ireland and the US
Date Published April 25, 2024 - Last Updated May 03, 2024
In the highly competitive field of customer service, call centers play a crucial role in shaping the experiences and perceptions of customers. One of the most important aspects of customer service in... Read More
Webinar -
Navigating Generative AI Challenges for Enhanced CXM Success
Date Published April 14, 2024 - Last Updated April 15, 2024
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Article -
Beware Bolt-on AI
Date Published April 12, 2024 - Last Updated May 03, 2024
As technology marches forward, existing solutions are often caught off-guard by new developments that are outside their core competency and begin to cobble together a bunch of minimum viable products and acquisitions... Read More
Article -
Innovating Support: A New Mindset Transforms the Employee Experience
Date Published April 08, 2024 - Last Updated April 08, 2024
Let’s face it: we still mostly do things like we’ve always done. Consider these comments heard around the IT break room… …it’s too hard to build a CMDB …we’ll train our users... Read More
Article -
Practical Ways to De-Stress Your Workday, Build Collaboration, and Calm Difficult Customers
Date Published April 08, 2024 - Last Updated May 03, 2024
Think about any significant conflict you’ve been a part of. I’ll bet that somewhere along the line, clear communication was compromised, and “magical thinking” crept in. “Magical thinking” happens when you take... Read More
Article -
Gen AI Security Check: 15 Key Questions for Vendors
Date Published April 01, 2024 - Last Updated April 01, 2024
If you are adding generative AI solutions to your contact center tech stacks, there is no such thing as “an overabundance of caution.” When evaluating new software solutions with Gen AI, think... Read More
Article -
Technology is Great, until It Isn’t
Date Published April 01, 2024 - Last Updated April 01, 2024
We’re in love with technology until it fails us.  New technologies like AI and CHATGPT combined with established ones like,  CRM,  IVR, WFM, CHAT, and TEXT among many others, help manage contact... Read More
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