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The Importance of Contact Center Audits
The purpose of a contact center audit is to gather information on the operations of a call center to understand what’s going well and identify
How AI Can Help Improve Customer Experience
Artificial Intelligence (AI) is helping to increase efficiency, conversions, customer satisfaction, and retention for companies. This is expected to increase in the coming years as
Lessons from NECCF
Several of my team members and I recently had the opportunity to attend the annual Northeast Contact Center Forum(NECCF) at Gillette Stadium in Foxborough, MA, home
The Role of AI in Solving Workforce Challenges
Employers are trying to handle labor shortages by offering higher wages, more benefits and flexibility to employees, such as work from home options. However, offering
The Role of AI in the Contact Center
Artificial Intelligence (AI) technology can help to significantly enhance contact center operations, efficiencies and customer experience by performing actions such as speech recognition, problem-solving, decision
Women in the Contact Center Industry
The customer service provided by contact centers is a large contributor to business success, and women play a significant role in the contact center industry,
How to Support Women and Minority-Owned Businesses
Businesses owned by women and minorities are an important part of the economy. According to an article by Lendio on minority-owned businesses, “there are over
Top Reasons to Move Your Contact Center from On-Site to the Cloud
You may have heard of the benefits of cloud-based contact centers, such as Contact Center as a Solution (CCaaS), for businesses of various sizes, and
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