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Embracing Humanity in the Contact Center Space

CCNG

In a recent virtual member town hall discussion led by Dan Smitley (the Strategy and Optimization Czar at Call Design), the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.

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How Your Contact Center Can Utilize ChatGPT

CCNG

It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly. While the possibilities are still being explored, there is so much opportunity presently for contact centers to take advantage of this technology. Because you are.

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The Power of Data Analytics in Contact Centers: Driving Insights and Improving Performance

CCNG

In today's fast-paced business landscape, contact centers play a pivotal role in shaping customer experiences and influencing brand perception. In this #JMPsBlog , we will explore the incredible potential of data analytics in contact centers, along with considerations and watchouts that organizations must keep in mind.

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Key Considerations for A Healthy Contact Center

CCNG

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?

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Everything you need to know about an omnichannel contact center

Callminer

An omnichannel contact center syncs conversations across channels, including email, calls, and social media. Learn how an omnichannel strategy can ensure you meet your customers wherever they are.

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How Contact Center Insights Can Improve Enterprise Operations

Contact Center Pipeline

What do you picture when someone says “contact center”? But when I think of contact centers, the first thing that comes to […]. Rows of employees at computers with headsets? An office full of tiny cubicles? Personally, I picture a giant treasure chest overflowing with gold.

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STIR/SHAKEN for Contact Centers

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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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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The Cure for Contact Center Frustration

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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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. Social platforms are now becoming mainstream contact center channels.

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Using AI to Empower Contact Center Agents and Improve CX and EX

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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How to Take Your Contact Center Omnichannel in 2022

Speaker: Cognigy and CCT

Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. Join this live discussion with two contact center solution experts on how to enable live agents to work across all digital channels and deliver a professional multi-experience across all touch points.

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The Contact Center of the Future with Real-Time AI

What does the contact center of the future look like? Read this eBook to discover how to implement AI for the best results in your contact center. An Al solution with only the highly technical or difficult calls coming to a human agent is what your organization needs.

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60-Day Plan: Practical Upgrades for Your Remote Contact Center

Speaker: Roger Lee, VP Customer Success, Gridspace

As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Providing data-driven coaching in live calls.