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Call Center Resources & Insight

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The Biggest Customer Service Trend of 2020? Phone Support
Sponsored Post: The COVID-19 pandemic caused a spike in the demand for customer service over the phone. Unfortunately, many companies are challenged to deliver it effectively — especially now. And according to... Read More

Turn your Help Center Into an Invaluable Resource in 3 Steps
Sponsored post: Throughout the pandemic, customers have understandably had a lot of questions. Their first stop for answers? Think search engines. Salesforce research found that customers are most likely to go to... Read More

In Pre-pandemic Crises, Contact Centers Have Long Relied on CXone
Sponsored Post: Disaster planning and recovery, business continuity, working remotely and now working from home. As these terms increasingly dominate the vernacular around business operations and preparedness, a diverse community of companies... Read More

4 Easy Ways to Support Agents From Virtually Anywhere
Before widespread work-from-home policies, many service organizations were considering distributed contact centers. They provide flexibility for agents, create the ability to span a workforce across geographies, and reduce overhead costs. Now, as... Read More

Agents vs Robots – Should It Really Be a Fight?
The notion of robots taking over our jobs is as old as the notion of AI itself. However, even though successful businesses have proven time and again that human workers are still... Read More

Five Tips to Successfully Integrate Chatbots in Customer Service
I think the first time I spoke about the future of AI and chatbots was the ICMI conference in 2015. The slide read, “The future as we see it: Chat, social media,... Read More

A Best Practice Framework for A Successful Contact Center Agent at Home Strategy
Sponsored post:  As the world continues to adapt to the impacts of the recent crisis, organizations and employees alike must adjust to a reality that is both more fluid as well as... Read More

A Cloud Foundation Enables a Contact Center Work From Home Strategy
Sponsored post: Clearly in the last few months, contact centers were focused on ensuring the safety of their employees by moving everyone to work from home very quickly, while trying to keep... Read More

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