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What’s Holding Back the Contact Center Industry?


Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times.

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Are Remote Agents the Future of Contact Centers?

Monet Software

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce?


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Tortoise or Hare – Which One Best Describes Your Contact Center?

CSM Magazine

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Here, he explains how to build highly effective teams using workforce. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’. Then, there’s the constant battle between operations (who want ‘fast and cheap’) and the contact center (whose job is to make ‘customers feel loved’).

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Make Life Easier for Your Entire Workforce


So, it’s not surprising that contact center employees, like the rest of the human race, would like to be able to make their lives easier. Unfortunately, the contact center environment has a few more limitations. For the most part, contact center employees are provided a limited set of tools and processes, and they must live with what they are provided. And happy employees are vital to an effective contact center.

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