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Call Center Resources & Insight

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Webcast
Improving Your Agent Experience, One Step at a Time
By: NICE-inContact  |  Published: December 11, 2019
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Webcast
Get Your Contact Center Privacy Right: GDPR, CCPA and You
By: TalkDesk  |  Published: November 20, 2019
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Sudhir Pucha
Article
Using Voice Technology to Enhance Customer Service
By: Sudhir Pucha  |  Published: November 19, 2019
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
Research
The CX Bundle
By: Neustar  |  Published: November 18, 2019
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Anthony Uliano
Article
The Battle to Own the Single Pane of Glass
By: Anthony Uliano  |  Published: November 18, 2019
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
Joe Rabah
Article
Reality Check: Most Contact Centers Aren't Really Omnichannel
By: Joe Rabah  |  Published: November 15, 2019
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
How to Elevate Your Quality Program to Have a Lasting Impact on Customers, Agents, and Your Organization
By: Lauren Maschio  |  Published: November 14, 2019
Today’s contact center leaders are tasked with continual improvement, encompassing everything from bettering agent engagement and CSAT scores to driving organizational changes needed to meet goals. Quality assurance programs can play a... Read More
Christa Heibel
Article
Back to the Future: How to Align New Technology with Business Needs
By: Christa Heibel  |  Published: November 12, 2019
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
Erica Mancuso
Article
Considering New Contact Center Technology? Read This First!
By: Erica Mancuso  |  Published: November 11, 2019
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
John Goodman
Article
Going Beyond Efficiency to Customer Experience in Your Next Technology Upgrade
By: John Goodman  |  Published: November 08, 2019
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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