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The Future of Contact Centers is Enriching Human Interactions. Are You Prepared?

Beyond Philosophy

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued.

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Five 2024 AI trends for the contact center and beyond

Callminer

As we venture into 2024, AI for the contact center, CX and other business applications continues to evolve rapidly. Read this blog for five AI trends impacting organizations in the year ahead.

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Migrating Contact Center Solutions to the Cloud – a Business and Operational Perspective

CCNG

Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. To learn more about The Northridge Group’s Contact Center migration solutions, please click here.

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Redefining the Contact Center with Jonathan Rosenberg

ShepHyken

How does AI contribute to transforming contact center agents into brand ambassadors? How does generative AI reduce labor costs in contact centers while maintaining human involvement? How does generative AI reduce labor costs in contact centers while maintaining human involvement?

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New Thinking About an Old Problem - Contact Center Employee Attrition

Discover a new approach to reducing contact center attrition with our in-depth eBook. Elevate your contact center with our insights and practical recommendations, paving the way for reduced turnover, improved morale, and superior customer service. This is your roadmap to a more effective, fulfilling workplace.

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From Trends to Transformation: The AI-First Contact Center

CCNG

This marked a shift away from on-premises software that required employees to be physically present at the contact center. Cloud-based software solutions, like Contact Center as a Service (CCaaS), followed suit, promising flexibility and scalability.

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Contact Center Pipeline Magazine: Inside Our September 2020 Issue

Contact Center Pipeline

Just a few months ago, many contact centers had not fully embraced work-from-home, work-from-anywhere policies. I think Greek philosopher Plato said it correctly: Necessity is the mother of invention.

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The Complete Guide to Conversational AI for Your Business

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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The State of Digital Customer Experience Report 2024

This shift requires a reevaluation of how businesses prioritize their contact center operations. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Customer Experience Myths Guidebook

The Myth of the Solo CX Initiative The Myth of Siloed CX The Myth of the Standalone Contact Center This report details the CX Myths that are holding organizations back from true CX maturity and success.

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The 2023 Customer Experience Management Value Index

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.

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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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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.