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Call Center and Contact Center Resources

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Article -
7 Moves That Cut Call Volume in 90 Days
Date Published April 29, 2025 - Last Updated April 29, 2025
Your IVR is smarter, your chatbots sparkle, yet call volume climbs. Audits show between 20 and 40% of inbound calls add zero value and cost $8 and $15 apiece. That’s a silent... Read More
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5 ways to build a better CX/VOC program
Date Published April 28, 2025 - Last Updated April 28, 2025
Contact center operations are a marvel to work in, because they are so measurable. Most centers can manage the numbers quite well, but that’s not enough to drive an effective Customer Experience... Read More
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Harnessing AI Search in Contact Centers: Embracing the Future of Customer Experience
Date Published April 25, 2025 - Last Updated April 25, 2025
Artificial intelligence, or AI, has become a game changer for industries across the globe, and contact centers are right in the mix. AI search technology is at the forefront of this revolution,... Read More
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From Silos to Service: What HR Can Learn from CX
Date Published April 23, 2025 - Last Updated April 23, 2025
Bridging the gap between experience, service and support in the contact center world. When people think about customer experience, they usually picture contact centers, customer journey and digital self-service. HR doesn’t usually... Read More
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Is AI making customer service better?
Date Published April 22, 2025 - Last Updated April 22, 2025
As a customer, if you have a small problem, you reach out to the contact center for support. First, you have to login, then schedule a call back time and then, provide... Read More
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5 Impactful Ways to Reimagine Your CX (Without Starting from Scratch)
Date Published April 21, 2025 - Last Updated April 21, 2025
Customer experience teams are under constant pressure to evolve. But when people hear “transformation,” it often brings to mind massive tech rollouts, months of planning and full system overhauls. For many leaders,... Read More
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Your “Contact Us” Page is Making it Harder for Customers to Contact You
Date Published April 15, 2025 - Last Updated April 14, 2025
Your company’s “Contact Us” page is the most utilitarian, least sexy page at your website. It has one job: helping people who need to contact you understand how to do it. But... Read More
Article -
Really Listening to Customers: Your Strategic Advantage
Date Published April 07, 2025 - Last Updated April 07, 2025
I get it. "Listen to customers" has become an oft-repeated cliché — and one that often seems to collide with daily reality. Customer feedback isn't always positive, easy to hear or immediately... Read More
Article -
5 Strategies for Personalizing the Customer Experience
Date Published April 02, 2025 - Last Updated April 02, 2025
Pretend you’re at a supermarket in your area, your usual spot for the last year or so. You’ve selected all your items, head to checkout and the cashier says, “Good morning, George.... Read More
Article -
How to Champion the Customer Experience on a Shoestring Budget
Date Published March 25, 2025 - Last Updated March 27, 2025
In 2025, organizations continue to face the challenge of doing more with less. Contact centers are navigating resource constraints — time, talent, or capital — while being tasked with improving customer experience... Read More
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