2020 Cloud contact Employee engagement First call resolution 
Serenova
MAY 29, 2020
These contact center best practices create the enduring customer experiences necessary for brands to thrive now and long after this crisis ends. Contact Center Best Practices for 2020. An uncompromising focus on customer experience is the most critical best practice for any successful contact center. The Cloud.
Serenova
MAY 29, 2020
These contact center best practices create the enduring customer experiences necessary for brands to thrive now and long after this crisis ends. Contact Center Best Practices for 2020. An uncompromising focus on customer experience is the most critical best practice for any successful contact center.
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Serenova
JULY 7, 2020
Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. These advanced center solutions guide agents with the appropriate script and their next best action—all based on what is happening on the live call. The most successful contact centers take it further.
Serenova
JULY 7, 2020
Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. These advanced center solutions guide agents with the appropriate script and their next best action—all based on what is happening on the live call. The most successful contact centers take it further.
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2020.
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