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Why Video Can Differentiate Your Customer Experience

By: Erik Linask    4/22/2019

Companies looking to differentiate their customer service - live or self service - should heed the statistics and understand that video is a key commu…

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A Dynamic and Flexible Approach to Workforce Management in the Contact Center

By: Laura Stotler    4/22/2019

Contact centers need to ensure the needs of customers and agents are being met in the fleeting era of omnichannel communications and interactions. A d…

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Why You Have to Measure CSAT and How to do it Right

By: Erik Linask    4/16/2019

While the strong majority of businesses say they deliver excellent customer service, customers largely disagree, showing clearly that business beliefs…

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Would You Know if Your Enterprise Content Management Wasn't GDPR-Compliant?

By: Special Guest    4/12/2019

ECM refers to the combination of methodologies, strategies or software tools used to gather, manage, store, preserve, and deliver the information that…

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CCaaS on Display at Channel Partners

By: Maurice Nagle    4/11/2019

This week, Channel Partners provided the stage for CoreDial to put omnichanel on display. Demonstrations of the CoreNexa contact center solution will …

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Top 4 Tips to Improve Customer Service Experience

By: Special Guest    4/11/2019

There's no denying how crucial the customer service experience is to business success. After all, as consumers ourselves, we often base our decisions …

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How Advanced Analytics Benefit Workforce Management

By: Tracey E. Schelmetic    4/11/2019

Advanced data analytics capabilities built into a modern workforce management solution could identify, for example, that a particular type of call is …

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The Future of CX: Personalized, Immersive Friendly and Very, Very Smart

By: Special Guest    4/10/2019

Customer Experience (CX) is becoming a great priority for Communications Services Providers (CSPs), also known by some as "telcos" and, earlier this m…

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Are You Mapping Customer Journey?

By: Erik Linask    4/8/2019

In order to fully understand what motivates customers and to be able to adjust processes, it's important to look at and analyze the entire customer jo…

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How to relate to your customers by educating them about new technologies on the example of VPNs

By: Special Guest    4/8/2019

Marketing approaches have evolved a lot during the last decades becoming more human-centered and empathetic, but also more subtle and sophisticated. T…

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