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Call Center Resources & Insight

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Article
How Technology Tools Can Help a Contact Center Team Avoid Burnout
By: Seb Reeve  |  Published: October 07, 2020
It’s no secret that customer support employees have demanding and often stressful jobs. This was true before our current crisis, but the heightened expectations surrounding these roles has exacerbated agent burnout. Burnout... Read More
Whitepaper
Trend Report: Cloud-Based, Unified Tools: Better Experiences for Agents and Customers
By: Salesforce  |  Published: October 02, 2020
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Article
How Voice Analytics Can Improve Customer Service
By: Chris Robinson  |  Published: September 01, 2020
According to Technavio, a research firm, the global voice and speech analytics market is poised to grow by $2.17 billion during 2019-2023, progressing at a compound annual growth rate of almost 18%... Read More
Article
How to Integrate New AI Into Your Contact Center Now
By: Josh Streets  |  Published: August 24, 2020
For many contact centers, COVID-19 was a harsh wake-up call that left leadership and teams scrambling to find solutions amidst volume spikes, reduced hours of operation, and staffing gaps. For customers trying... Read More
Article
Three Tech Solutions to Help with the New Customer Service Landscape
By: Nick Glimsdahl  |  Published: August 18, 2020
In the first two quarters of 2020, many companies were forced to look in the mirror and admit the need to innovate. As companies scrambled to drive efficiencies and cut costs, they... Read More
Article
Turn your Help Center Into an Invaluable Resource in 3 Steps
By: Mark Abramowitz  |  Published: July 29, 2020
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
Webcast
The Present and Future of Contact Centers: Blended Intelligence
By: Salesforce  |  Published: July 22, 2020
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Article
Agents vs Robots – Should It Really Be a Fight?
By: Steve Bederman  |  Published: July 15, 2020
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
Article
Five Tips to Successfully Integrate Chatbots in Customer Service
By: Bob Furniss  |  Published: June 18, 2020
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
Webcast
Mitigating the Risks and Human Costs of Authentication Failure
By: SecureLogix  |  Published: May 20, 2020
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