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Monet Brings WFM to Salesforce Service Cloud
Monet Software has integrated its WFM solution into Salesforce Service Cloud. Ac…
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Nine Points to Keep in Mind when Monitoring Calls
According to The Call Evaluation Model, which is a registered trademark of Resou…
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CRM for Small Business Owners
Maintaining relationships with customers and clients is essential in any field, …
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Employee Morale Slipping? Implement These Fun Changes
Letting employee morale slip can be especially dangerous in a call center. Altho…
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Call Recording Week in Review: Vertafore, CallMiner, Verint & More
By: Maurice NagleCall recording is far more than just quality assurance; from training and sales,…
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Contact Center Solutions Week in Review: Fonolo, NewVoiceMedia, Verint & More
By: Maurice NagleThe contact center serves on the front line of customer service. Equipped with a…
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Getting a Handle on Business Communications
By: Paula Bernier: Reports discuss changing workplace trends and how best to address them.
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How Well Do You Know Your Customer?
By: Special GuestCustomer service is a critical component to the success of any business. After all, poor customer service can decrease business from repeat customers. Furthermore, poor word-of-mouth comments from you…
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Managing Peak Seasons in the Call Center
By: Alicia YoungOne of the biggest challenges to call center scheduling practices is peak seasons. Peak seasons are the most popular times of the year in the call center. The summer as a whole is a peak season, but t…
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