CX Digital Transformation
Contact Center (CX) Technology should be a driving force behind your competitive advantage as a business. It provides the insight to your customers and performance that is the difference between long-term success and failure.
What is an IVA? Upgrading from IVR to IVA
You’ve heard of the IVR system.
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Intelligent Virtual Agent Savings Calculator
Your customers today are looking for quick and easy solutions to their problems. Long wait times...
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5 Tips for Getting the Most Value from Contact Center Conferences
How fast is the contact center industry changing? 16 months ago, only 5% of agents worked from...
2 minute read
How to Retain Call Center Employees: Three Steps to Increasing Engagement at Your Organization
As companies move forward in a post-pandemic world, the need for retaining and engaging your...
2 minute read
Can You Guess Everything Wrong with This Customer Service Email?
Somethings make you shake your head in disbelief. One of those things was a message from a...
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Team Leaders are a Work-from-Home Agent’s Lifeline
Do you remember the TV game show, “Who Wants to be a Millionaire?” On the show, contestants...
2 minute read
Are You Preparing Your Agents for the Next Wave of Contact Center Technology?
A major contact centre recently invested in a state of the art live chat system. It included...
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Omnichannel Contact Center Is No Longer Optional
How Much Revenue Are You Losing by Not Offering Omnichannel Customer Service? I needed more...
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The Whole World Is Going Digital. So Why Is your Buying Process Still Analog?
I just recently notched a second decade on my contact center leadership belt loop, and I’ve more...
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