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Why Video Can Differentiate Your Customer Experience
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
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
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?
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
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
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
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
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?
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
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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