Contact Center Related Topics 
CCNG
APRIL 12, 2023
Demand and customer expectations are on the rise across all industries and those in the contact center industry can feel it. Customers, with no other choice than to contact companies in any fashion other than face-to-face, found new ways to engage with businesses. So, what makes for a healthy contact center?
CCNG
MAY 3, 2023
Amayea Maat is an innovative Contact Center Leader with 15+ years of experience with proven skills using process improvement methods, Six Sigma business process execution, Program management, and Agile methodologies.
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CCNG
APRIL 19, 2023
Does your contact center jokingly reference certain teams as “Bad News Bears”? Contact centers are typically composed of individual teams tasked to meet common goals determined by the organization. Soon, the Bad News Bears stigma will come to an end in your contact center.
Contact Center Pipeline
FEBRUARY 22, 2023
“I’ve looked at clouds from both sides now From up and down and still somehow It’s cloud’s illusions I recall I really don’t know clouds at all” —Joni Mitchell (Both Sides Now) The hosted cloud, with solutions and also data on third-party networked servers, has arguably dominated the contact center technology conversation for the past […]
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Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences.
Fonolo
MAY 30, 2023
That’s why contact centers are investing in it in droves. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. How Can WFM Help my Contact Center? higher adherence rate than those without.
Contact Center Pipeline
MARCH 14, 2023
There has been a debate over the past decade whether the core contact center solutions e.g., routing, dialing, workforce optimization (WFO) should be subscribed to and accessed from the cloud. Or whether they are best licensed and installed on-premise.
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For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage.
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Trusted by over 750 customers in banking, healthcare, and commerce, the LinkLive Contact Center Platform empowers businesses to deliver trusted digital customer service experiences through a broad range of channels including voice, video, chat, secure email, and more.
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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels.
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Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Plus, we are a Minority Owned Business (MBE).
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Building a successful CX program requires teams to share data seamlessly across multiple functions, including support services, contact center, marketing, and sales. The Value Index is an assessment of how well vendors address buyers’ requirements for CX software and incorporates all criteria.
NobelBiz Ebook: STIR/SHAKEN for Call centers: How STIR/SHAKEN came to be and the legislation mandating it How STIR/SHAKEN impacts the contact center industry What is STIR/SHAKEN and how attestation works
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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.
Speaker: Robert Bradshaw, President, Got/IT
For too long, contact centers have been unable to continuously and precisely value the true cost of decisions across each contact channel and team in a way that is actionable, understood by everyone from C-level to agent, and manageable.
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