Articles
Tag: tech
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Top Technology Needs for the New Office
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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Cooling Stock Market Has Tech Employees Exploring Options
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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Why Congress Fails to Regulate Big Tech
Elected representatives need to give up trading stocks, says Sen. Mark Warner.
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CMSWire's Top 10 Call Center Articles of 2021
We present CMSWire's 10 most popular call center articles from 2021.
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The Revolt Against Institutions Is 2021's Defining Story
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 Leadership: Looking to the New Year
Call center leaders caught up with CMSWire and shared their focus areas for improvement in agent experience and business outcomes.
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Call Center Support Operations: Teams of Experts, Automation or Both?
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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4 of the Top Call Center Challenges for the Coming Year
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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Holiday Crunch Time: 5 Tips for Better CX and Support
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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What Does Proactive Customer Service Mean for Brands?
Customers today expect brands to respond to customer service tickets within an hour, which can be a challenge.
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How Customer Data Platforms Can Benefit the Call Center
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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4 Ways Chatbots Can Fail at Customer Experience
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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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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What to Do About Tech Skills Shortages
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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