Articles
Tag: call center
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The Future of Work Is Here: How Will Customer Service Adapt?
The contact center hasn't been known for blazing new trails, but signs of its evolution are visible today.
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4 Reasons Why the Call Center Should Be Omnichannel
This article will look at the characteristics of a call center that is omnichannel, and will discuss why that should always be the case.
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Is 2021 the Year AI Dominates the Call Center?
AI and machine learning are coming of age, and 2021 is set to become the year that they elevate the customer call center game.
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An Opportunity for Cultural Changes in the Contact Center
The contact center industry, known for high attrition rates, sees opportunity for improved employee engagement in the midst of the COVID-19 outbreak.
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Deluged by Customer Contacts? Every Agent Counts
When workloads are heavy, every agent makes a big difference. Learn about the power of one.
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What Happens When Customer Support Works From Home?
Many customer service operations have had to go from centralized to distributed operations — but relying on people working from home brings specific challenges.
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The Humanoid Touch: How AI is Changing Customer Experience
Contact centers need to understand how they can improve the flow of customer engagement to reap the benefits of AI-infused approaches
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Avaya Files for Chapter 11 Bankruptcy, Looks Ahead
It's underlying business is just fine, CEO Kevin Kennedy says -- it is just its financial structure that needs a reboot.
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Call Center Employees: The Superheroes of Customer Experience
Call center employees are the secret superheroes of every brand. These agents wield incredible power when it comes to customer experience, with the ability to build long-term brand loyalty and shape the customer journey. Positive outcomes for every customer interaction is critical.
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How to Shush Your Customers' Twitter Complaints
Simultaneously with Twitter's announcement, Salesforce reports it will support integration with these new tools.
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Enjoy Your Labor Day, Now Go Answer Your Phone
Whether your company outsources to a local or international call center or just assigns a few staffers to answer the phone, get ready. Your team members may want to do some vocal exercises today to make sure they’re ready for what will come tomorrow. Seattle-based Marchex, a mobile advertising
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A Promise to Call You Back
A Richmond, Va.-based call center software company claims its product is unique — and the US Patent and Trademark Office (USPTO) agrees. USPTO today issued CallPromise a patent for its virtual queuing technology, which gives customers the option to receive a return call rather than wait on hold.
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Would You Run Your Call Center on Chromebooks? Avaya Thinks So
Avaya claims its Call Center services power a significant share of big call centers. Among customer call centers with more than 400 agents, it estimates a 63 percent market share. Among call centers with more than 1,000 agents, it estimates a 70 percent share.
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Cisco to Salesforce: Can You Handle Our New CRM Solution?
In the clearest sign to date about the blurry line between a communications service provider and a customer service software firm, Cisco today announced a sweeping reform of its Unified Contact Center Enterprise (UCCE) product.
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