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Transforming Customer Experience with Contact Center Automation

CCNG

While almost all industries are going digital, there’s one industry that is leading the charge in the digital revolution, i.e., Contact Centers. By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience.

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Preparing Your Contact Center for the Age of Virtual Agents

Taylor Reach Group

These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. Those who chose to make the contact center their temporary dwelling did so without the ability to take showers.

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Why Every Contact Center Manager Should Consider Voice-Driven AI

SmartAction

The AI-powered voice assistants of today offer a seamless experience, reaching a virtual assistant, in seconds, that can answer customer intentions with just a few words. Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty.

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Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers

Contact Center Pipeline

Over the past eight months, like many of our readers, we have been forced to pivot our editorial coverage to focus on the impacts of COVID-19 on the contact […]. We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace challenges ahead.

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5 Tips for Managing Remote or Virtual Contact Center Teams

Fonolo

Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now. Managing Remote Contact Center Agents. Set Clear Expectations with Your Virtual Support Team.

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5 Tips for Successful Business Continuity Planning for Contact Centers

Interactions

The goal of a BCP for a contact center is to minimize the disruption to both agents and customers, so that business can continue as normally as possible. A BCP for a contact center should be aligned with the overall organization’s BCP to ensure a cohesive message and streamlined protocol throughout the enterprise. .

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Contact Center Automation: Tools and Trends for the Decade

JustCall

The primary goal of contact center businesses revolves around improving customer experience. Empowering your contact center business with automated solutions can take your customer interactions to new heights of success. What is Contact Center Automation?