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Shedding New Light on Next Generation Customer Experiences

By: Cynthia S. Artin    9/17/2018

There's a new kind of calling for contact center companies, which are continually morphing into customer experience hubs, and one company has integrat…

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Experts Offer AI Best Practices, Forecasts

By: Paula Bernier    9/17/2018

AI is here today, and there's more to come. Here's what analysts expect in terms of adoption, and what LogMeIn suggests for best AI results.

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What's a Contact Center Solution without WFO?

By: Maurice Nagle    9/13/2018

Twilio announced the acquisition of Ytica, a long time partner and provider of customizable contact center reporting, speech analytics and workforce o…

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Study Highlights Obstacles to Omnichannel

By: Maurice Nagle    9/12/2018

This week, Calabrio announced the results of a new study. "The Danger of Digital: Why digital self-service without true omnichannel strategies risks t…

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Adherence, AI, Integration Key to WFO

By: Paula Bernier    9/11/2018

There are a few other things businesses should look for in their WFO solutions. Here's a quick rundown of some of them.

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Study Illustrates Problems of Workplace Interruptions, Busy Work

By: Paula Bernier    9/10/2018

Interruption in the workplace is having a major negative impact on productivity. That's according to new research by Kronos Inc.'s The Workforce Insti…

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Ensuring Quality in Quality Management

By: Maurice Nagle    9/7/2018

In the contact center, each interaction serves as an opportunity. Business can build a reputation for exceptional customer service, or conversely beco…

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Aspect Appoints CEO

By: Maurice Nagle    9/7/2018

Today, Aspect Software unveiled its new leadership, announcing the appointment of Chris Koziol to the role of Chief Executive Officer promoting the 30…

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How to Prevent Call Center Idle Time

By: Paula Bernier    9/7/2018

There are things that people who oversee contact centers can do to ensure their workers spend more time helping customers and less time sitting idle.

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NewVoiceMedia Showcases Success

By: Paula Bernier    8/30/2018

NewVoiceMedia is trumpeting one of its success stories. The company says Allied Dispatch Solutions has significantly increased productivity since adop…

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