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Call Center Resources & Insight

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2020 Vision: Contact Center Trends to Watch

Article
Don't Let It Go Unused: Getting the Most Out of Your Existing Technology
It happens to the best of us. As we vet options, we become enamored by the bells and whistles and cool functionality that a technology product can deliver. Then, we go through... Read More

Article
Can Voice Analytics Stem the Customer Satisfaction Skid?
Big data, in the form of speech analytics, is revolutionizing the way customer service is delivered. Can it jump-start stagnant customer satisfaction levels as well? I'll admit it. As predictions go, mine... Read More

Article
Submit Your Votes for the 2019 ICMI Top 50 Thought Leaders
It's that time of year again. Holiday cheer is in the air, the weather is getting cooler, and we're hard at work preparing for the year ahead. In keeping with a beloved... Read More

Article
Using Voice Technology to Enhance Customer Service
When a customer calls into a contact center, they want a good experience, and they want to receive accurate information in a timely manner so that they don’t have to call back.... Read More

Article
The Battle to Own the Single Pane of Glass
Now more than ever, contact centers are taking center stage as one of the critical components of a successful business.  How they organize information for their agents plays an essential role for... Read More

Article
Reality Check: Most Contact Centers Aren't Really Omnichannel
Even outside of work, we are all familiar with contact centers; they are the places we call when we feel unhappy, confused or annoyed by a brand, or when we need information... Read More

Article
Back to the Future: How to Align New Technology with Business Needs
The contact center industry is saturated with new technology companies that promise to be the next big thing. Yes, I'm a huge fan of technology, but technological adoption for the sake of... Read More

Article
Considering New Contact Center Technology? Read This First!
At a recent conference, I spoke with many vendors who claim their technology will solve all my problems and brew my morning coffee. Ok, so none of the technology would brew coffee,... Read More

Article
Going Beyond Efficiency to Customer Experience in Your Next Technology Upgrade
The big payoff for the company is leveraging tech for more problem prevention, proactivity and empowerment, not service efficiency. I was recently asked to review a forecast of technology trends and innovations... Read More

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