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ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

The drive toward self-service is a reality and with good reason, as customers want self-service. TWO-PRONGED APPROACH SAVES MORE COST WITH LOWER HEADCOUNT Companies are spending more money on self-service. A knowledge management system can be used with all agent channels and should have an AI component.

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NOW is the time for a CX Revolution! Part Four.

Bill Quiseng

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And, yes, educate everyone.

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This One Word Unleashes Contact Center Peak Performance

CX Global Media

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? All of this came flooding back to me when I met Craig Preston of Education Folder at Call Center Week. Then you’ll better understand the impact coaching has on moving key metrics.

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3 Cloud Technology Trends to Invest in for a Better Contact Center Future

SharpenCX

Look for technology with targeted coaching and personalized remote training. Look for cloud technology that makes it possible for you to coach agents remotely so you can give frequent, focused feedback. >> Your action items for investing in secure cloud technology: Educate employees on cybersecurity risks.

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9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.

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9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.

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Super-Agents Are Real (Blog #4)

Enghouse Interactive

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)