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Five Reasons Why You Should Sell Your Call Center
Are you the owner of an outsourced contact center and have been thinking about a change in direction? More specifically, have you been thinking about
A Whole New World: AI’s Expanding Role in CX
The ever-growing power of computing is transforming our lives. Today we can see the inclusion of artificial intelligence in many aspects of daily life. One
Put the Spark Back in Your Holiday Customer Service
I really enjoy all the summer holidays, especially the most recent one we celebrated! The Fourth of July is a wonderful time to bond with
Back to the Basics, Part Four: Quality Assurance
As a contact center professional, I am sure that you are aware of what quality assurance means for your operations and why it is important.
Back to the Basics, Part Three: Training in the Contact Center
Contact Center managers must understand the importance of having effective and ongoing training in place for agents. Training is what enables agents to handle customer
Back to the Basics, Part Two: Workforce Management in the Contact Center
Workforce Management (WFM) is a set of integrated activities that work together to optimize the productivity of the workforce. Typically, the process is automated through
Back to the Basics, Part One: Contact Center Operations Management
Your contact center is central to your customer service delivery and the overall customer experience, whether it’s through the phone, email, chat, or social media.
CCW Vegas 2018 – It’s a Zoo Out There!
Every year, I go to IQPC’s Customer Contact Week (CCW) in Las Vegas – which in my opinion, is one of the most important contact
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