Articles
Tag: 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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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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