Articles
Focus on selecting the right tools and software to ensure teams remain efficient, competitive and productive, whether you're in the office, remote or hybrid.
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Stock-based compensation is less exciting when the stock goes down. Amazon's struggles this year point to a stormy forecast for the other tech giants.
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Elected representatives need to give up trading stocks, says Sen. Mark Warner.
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We present CMSWire's 10 most popular call center articles from 2021.
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We came to terms with the pandemic in 2020. In 2021, we responded. How successfully institutions rebuild trust will determine what's next.
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Call center leaders caught up with CMSWire and shared their focus areas for improvement in agent experience and business outcomes.
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Some companies enable callers to access a team of experts for support, while others have IVR trees before a caller can speak to a human being.
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The last 20 months has had a lot changes for all facets of business including call centers and 2022 is coming fast. Here are the biggest hurdles.
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CX teams will be under pressure to deliver great CX this holiday in a challenging time. Here are some tips to help you get it done.
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Customers today expect brands to respond to customer service tickets within an hour, which can be a challenge.
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CDPs can provide customer service reps a complete view of their customers, allowing the business to improve retention rates, reduce churn, and improve loyalty.
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Chatbots are growing in use, but despite their advantages, there are times that chatbots don’t provide better CX. For now...
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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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COVID-19 exacerbated many problems in the workplace, with recruitment and talent retention being two of the big ones. Here is how to make it better.
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