Call Center and Contact Center Resources

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Webcast -

The Secret to Making Agents Jump for Joy: The One Thing Employers of Choice Never Miss

By: NICE-inContact | Published: June 15, 2022

Article -

Contact Center Decisions Reach the Highest Levels

By: Eric Krapf | Published: June 14, 2022

This article first appeared in nojitter, a partner publication. The stakes are high when it comes to improving customer experience (CX), and we’ve seen more evidence lately that IT and technology are... Read More

Webcast -

Is There a Place for Video in the Contact Center?

By: Jabra | Published: May 25, 2022

Article -

Contact Centers: Succeeding Amidst The Great Resignation

By: Sheila McGee-Smith | Published: April 27, 2022

This article originally appeared in no jitter, a partner publication. The term Great Resignation came into common business parlance in September 2021, when the Harvard Business Review published an article analyzing the... Read More

Article -

What Will Performance Management Look Like in the Post-Pandemic Contact Center?

By: Sayo Afolayan | Published: April 26, 2022

A lot of things have changed because of the pandemic. Has your performance management also evolved alongside? According to a SHRM article, employees do not believe their management has a good grasp... Read More

Article -

What if Your Contact Center Adopts a Unique Model?

By: Sayo Afolayan | Published: April 20, 2022

Your contact center is different; you can’t see it represented in any information online. Your contact center has unique needs; the organizational business model is innovative. In such a situation, you may... Read More

Article -

A Call to Return to the Office in the Philippines May Cause Angst

By: Scott Newman | Published: March 28, 2022

Opinion An innocent-sounding decision to help local businesses in the Philippines may risk upending the BPO industry here. During the height of the pandemic, the Fiscal Incentives Review Board (FIRB) of the... Read More

Webcast -

Unlocking Hidden Insights from Your Contact Center: How to Drive Experience, Improve Compliance, and Increase Revenue

By: ObserveAI | Published: March 03, 2022

Webcast -

Start Your Engines: How Gamification Can Drive Contact Center Retention, Engagement, and Performance

By: Jabra | Published: February 16, 2022

Article -

How to Reduce the Threat of Identity Theft in the Contact Center

By: Brent Whitfield | Published: February 16, 2022

The most recent annual tally of cybercrime damages rivals that of the GDP of any major country, reaching nearly $6 trillion USD globally in 2021. This cost is steadily rising. According to... Read More

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