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Call Center vs. Contact Center: What’s the Difference?

Callminer

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics.

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The Power of AI Technology and the Call Center Industry

Outsource Consultants

As artificial intelligence has become a driving force for change in various industries, the call center industry is no exception. With its ability to mimic human intelligence and process vast amounts of data, AI is transforming the way call centers operate.

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Align Business, Contact Center and Technology Strategies

Contact Center Pipeline

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. Strategies are aligned when: You can map the relationship between business and contact center goals.

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The Leading Call Center Technologies to Watch For in 2022

TechSee

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. And as with most things, all roads lead to technology. . And as with most things, all roads lead to technology. .

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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Calculating Contact Center Outsourcing Costs: Insights You Need Right Now

BlueOcean

What math should go into the business case around call center outsourcing costs? (Or Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !) Successful contact center outsourcers have deep expertise in forecasting, staffing, and managing for maximum efficiency.

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Ask a Contact Center Technology Expert: An Intro to Call Centers (Part 1)

Noble Systems

In that time, we’ve seen a lot of changes – in technology, in customer behaviors, and even in employee expectations. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience.

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How to Build ROI for Conversational AI

Speaker: Sofia Burton & Tiffany O'Malley from SmartAction

Contact center leaders have faced an onslaught of burdens exacerbated by the pandemic. Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. Determining which calls are best for automation.

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Navigating the Worker Shortage in the Contact Center

Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction

The latest trend in the contact center has CX leaders worried -- across industries, there is a massive shortage of workers. Key takeaways: Why there’s a shortage of call center agents during a time of relatively high unemployment. How to mitigate the impact of an understaffed contact center with conversational AI.

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Study: The Health of the Contact Center

Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it. What does it take to engage agents in this customer-centric era?

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Why Do Your Contact Center Agents Keep Quitting?

Speaker: Helena Chen, Director of Product Marketing & Marilyn Cassedy, VP of Customer Success

Combined with the Great Resignation and a candidate-driven market, it’s become a perfect storm for contact centers. To cope with the struggle of hiring and retaining agents, call center leaders are offering more pay, more employee perks, and more training. May 19th, 2022 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. The most important journey to your contact center (and no, it's not the customer journey).

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How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

But are your contact center practices able to grow with a customer’s experience? Customer service technology has largely been the same for decades. Traditional call quality monitoring lacks the automation needed to perform at scale across all calls. And are you ready to apply automation in the most efficient way?