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Shedding New Light on Next Generation Customer Experiences
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
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?
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
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
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
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
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
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
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
NewVoiceMedia is trumpeting one of its success stories. The company says Allied Dispatch Solutions has significantly increased productivity since adop…
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