Articles
Tag: call center
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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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How Predictive and Prescriptive Analytics Improve the Call Center Experience
Here we explore the ways predictive analytics and prescriptive analytics are being used in the call center today, and trends to watch for tomorrow.
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Does Your Business Have a Customer Support Bill of Rights?
Does your business have a customer bill of rights? This simple set of expectations can show customers that you truly care.
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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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Call Centers vs. Contact Centers: Understanding the Key Differences
What are the differences between a call center and a contact center and why does it matter for customer experience programs?
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6 Essential Call Center Agent Skills and Traits
Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent?
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7 Skills and Traits of an Effective Call Center Leader
The call center is a key part of CX. Leadership roles here require a specific skillset. Here we tackle the skills and traits of an effective call center leader.
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What Is Predictive Dialing and How Can It Help Call Centers?
Predictive dialing can be an asset for a call center and call center agents. We cover the definitions and key components.
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Expansion Joins WoodWing Group, LogMeIn Updates GoToConnect and More News
In this week's CX and marketing Newsbyte, we've got acquisitions, free chatbots for SMBs, new features and updates from around the industry & more.
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4 Self-Service Trends That Are Changing Customer Service
Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent.
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Invoca Announced Its Acquisition of DialogTech
Invoca has announced its acquisition of DialogTech, an AI-powered call tracking and analytics solution for marketers.
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Expert.ai Adds New Features to Its Natural Language API
The natural language (NL) API developed by Expert.ai shared new features for its analysis capabilities.
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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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