#CXTuesday weekly digest #29 - 6/19/2018

Posted by lantelligence on Jun 19, 2018

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InfoComm 2018: 5 Key Takeaways for UC Buyers

By Irwin Lazar for No Jitter

Last week's InfoComm conference featured sensory overload as vendors across the gamut of the audio-visual industry showed their wares to thousands of attendees. 

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Predictive Analytics, As Your Customers Already Live in Future

Chirag Shivalker for Customer Think

Increasing number of channels and multiple devices are decreasing the opportunities for retailers to build a long-lasting & significant relationship with consumers. Companies struggling to make two ends meet, continue taking decisions by looking back at what went wrong. Instead, leading organizations are using predictive analytics to predict the future—and get it right.

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5 Coaching Techniques That Will Move the Needle

By Jeremy Watkin for ICMI

While I've certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and performance, it felt incredibly presumptive to position myself as the authority on the topic when I happen to work with a bunch of coaching experts here at FCR.

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How to Calculate Productivity in the Contact Centre

By Call Centre Helper

In this article, we look at how to measure productivity in the contact centre – looking beyond the traditional efficiency-based definition. 

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Tags: Customer Experience, CCTR Operations