Articles
Tag: contact center
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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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Where Self-Service Ends and Direct Customer Support Begins
Where's the proper balance between self-service and direct customer support and how can businesses strike that balance?
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Is Self-Service the Only Way to Save Money in the Contact Center?
Maybe it's time to try something different in the contact center.
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Why Marketing Needs to Drive the Entire Omnichannel Customer Experience
Marketing does much more than just filling a pipeline with qualified leads. It should now own the entire customer experience, starting with the contact center.
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Cisco Acquires BroadSoft for $1.9 Billion
Cisco announced today a $1.9 billion acquisition of Broadsoft.
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How to Make the Most of Your Contact Center Data
Your company’s contact center is more than just a hotline for fielding customer questions or complaints. And if you're still viewing it that way, it’s time to say goodbye to that outdated perception. Contact centers are your hub for delivering outstanding customer service.
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Your Customer Contact Center Isn't A Cost: It's a Priority
When you go to your local grocery store do you notice how many kinds of the same products there are? How about the fact that many cars now look the same? This new shopper reality is called commoditization. There isn’t much that differentiates today’s products.
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Meet the New Telemarketing: Proactive, Positive and Personalized
Telemarketing as we know it is dead and may it rest in peace: the calls at dinnertime about random products and services, the hard sells, the arm-twisting donation pleas.
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Contact Center Shake-Up: NICE Acquires inContact for $940M
Everyone expected that a contact center application provider and a hardware provider would merge. It's just that they thought it would be the hardware provider making the deal.
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Genesys Update Works to Engage Your Customers
Genesys released an update to its Customer Experience Platform that it boasts will help you engage and guide your customers. Reed Henry, chief marketing officer for Genesys, said the platform integrates and augments customer relationship management(CRM).
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Modern Customer Service: Are You There Yet?
Although most executives think they’re doing a good job in delivering the best service to their customers, there is plenty of room for improvement.
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Contact Center Fraud: 3 Things You Need to Know
While the media has focused its attention on the seemingly never-ending data breaches that occurred over the past year, another type of fraud is on the rise again, threatening customer loyalty and wallet share of financial institutions and businesses in similar high-risk industries. According to an infographic by NICE Systems,
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Kana Adds a Social Network to Its Call Center Toolbox
Kana, the customer service software company acquired earlier this year by Verint, claims it is making that job a little easier by adding an internal social network into the 2014 version of its flagship contact center software, Kana Enterprise, which rolled out today.
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Verint Marketing Exec Calls Kana Acquisition a Game Changer
Acquisitions in the customer experience arena are reshaping marketing communications as consumers grow more powerful, more demanding. Consistency in communication across all channels is now a key factor in satisfying individual customers.
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