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Strategy & Planning


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The Five Benefits of the GDPR for Contact Centers

If you fear the strict compliance protocols that the upcoming General Data Protection Regulation (GDPR) is bringing, you're not alone. Gartner predicts that by the end of 2018, over 50 percent of... Read More

How TechStyle Used Cloud and AI to Boost Growth and Lower Costs

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. In an environment where customer expectations are rapidly... Read More

Mending a Broken Process

Processes are put in place to reduce ambiguity, help employees do their jobs well, and make it easy to deliver consistent service to customers. A process is a series of steps that... Read More

The Measures Every Contact Center Should Have

These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of the... Read More

Who's Threatening Your Contact Center's Data Security? 5 Fraudsters to Know

No matter the industry, contact centers are prime targets for fraud. With sensitive data, like payment card numbers, Social Security numbers and other personally identifiable information (PII), flowing through the environment, it... Read More

Introducing New Metrics? Don't Fall Victim to These 3 Pitfalls

In a contact center, business changes constantly. Customer expectations change. Technology certainly changes. Job expectations change. But have your metrics changed? If your organization is like many others, metrics tend to fall... Read More

5 Top Procurement Tips for Seeking an Outsourced Contact Center

Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as... Read More

7 Tips for Creating an Effective Contact Center Mission Statement

Does your contact center have a mission statement? Without a common purpose, it's difficult to keep employees engaged, customers satisfied, and the business running smoothly. Here are seven tips you can use... Read More

Why Survival Mode Kills the Customer Experience

Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start... Read More

Skills-Based Routing: 5 Common Problems You Can Avoid

Skills based routing is getting renewed attention as contact centers expand services, add channels and, in general, require a more diverse range of subject matter experts. But you have to manage it... Read More



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