Articles
Tag: contact centers
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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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Zoom Announces Customer Experience Platform Innovations
Zoom IQ for Sales and Zoom events and webinar Innovations announced this week are aimed at modernizing customer engagement.
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Uniphore Acquires Colabo for Knowledge AI and Automation
Intelligent virtual assistants and human agents can learn in real-time using knowledge AI capabilities via Uniphore's acquisition of Colabo.
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It’s Time to Redefine Conversational Commerce
It’s well past due for our industry to reconsider how we think about conversational commerce.
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LinkedIn Acquires Oribi, Jivox Debuts Digital Commerce Marketing, More News
LinkedIn acquires Oribi, NICE debuts AI tools to optimize CX and more customer experience and digital marketing news.
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6 Compliance Mandates for Contact Centers to Watch
Contact centers want strong customer experience practices in place. At the same time, they must comply with federal regulations.
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Call Center Leadership: Looking to the New Year
Call center leaders caught up with CMSWire and shared their focus areas for improvement in agent experience and business outcomes.
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Automation Anywhere Releases New Contact Centers Solution
Automation Anywhere released its latest addition, Automation Anywhere for Contact Centers, an AI-driven automation solution.
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Customer Experience Strategies to Annoy or Delight Your Customers
No company goes out of its way to produce miserable customer experiences. And yet, they happen.
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Talkdesk Strengthens Microsoft Integration to Improve Contact Center Experience
Talkdesk deepened its integration with Microsoft Dynamics 365 to improve the experience of contact center workers.
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5 Skills Contact Center Employees Need Beyond Empathy
Call-center employees face stressful situations on a daily basis — irate customers, high targets and more. What skills can help them cope?
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Delivering Quality Customer Experience When Agents Work From Home
The era in which 90% of agents worked in a contact center is over. Work-from-home has become an important part of the agent mix.
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Controlling Contact Center Costs the Right Way
Cost-control efforts in the contact center needn't entail across the board cuts, mandated call times or forcing unwilling customers into automated systems.
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