Articles
Tag: contact center
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What Is Knowledge-Centered Service, and Why Should Customer Service Leaders Care?
Let's examine what Knowledge-Centered Service is (and is not) and why it matters to deliver a service level that can drive customer retention.
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Qualtrics Partners With SAP to Aid Contact Center Customer Experience
Qualtrics and SAP have partnered to help contact centers enhance customer experience.
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TCN Launches Data Explorer for Call Center
TCN has debuted a data tool for its contact center platform.
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A 4-Step Recipe for Improving Your Contact Center Agent Experience
Delivering exceptional support continues to be the outlier as opposed to the norm.
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Observe.AI Raises $125M for AI-Assisted Contact Center Product Development
Observe.AI nets $125 million to boost contact center software offerings.
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Google Says It 'Reimagines' Contact Center Customer Experience With New Solution
With the Google Cloud Contact Center AI Platform, Google now provides an out-of-the-box contact center solution.
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Pegasystems Debuts Voice AI, Messaging AI Solutions to Support CX Agent Experience
Pegasystems has released two new products its says offer conversational AI capabilities during live interactions in real time, supporting agent experience.
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What Is Average Handle Time (AHT) and Does It Impact Customer Experience?
Average handle time (AHT) is a key metric that can help contact centers streamline their operations and improve customer satisfaction.
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What Is a Call Center? A Detailed Guide
Today, almost all organizations handle both email and telephone queries. This means the call center and contact center labels are often used interchangeably.
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6 Strategies for an Effective Call Center Culture
Call center agents suffer stress from workforce challenges, like rising customer expectations, growing call volume and a shaky work-life balance.
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Call Center Technology Trends for 2022
Advances in call center hardware and software technology have enabled support teams to cut down many common call center issues.
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How Customer Data Platforms Can Benefit the Call Center
CDPs can provide customer service reps a complete view of their customers, allowing the business to improve retention rates, reduce churn, and improve loyalty.
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What CX Professionals Can Teach the Federal Government — And Vice Versa
The US federal government has updated its CX framework. The question now is: Can CX professionals learn from it?
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A Look at the Pros and Cons of an Offshore Call Center
Should you outsource your call center to an offshore call center? Examining some strengths and challenges of implementing an offshore call center.
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