Latest News


Women Veterans Can Now Text with VA Call Center

By: Erik Linask    4/29/2019

The U.S. Department of Veterans Affairs understands text messaging has become a desired communications features and and has added SMS as an option for…

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On-Premise vs Cloud-Based: Which System Is Best for You

By: Special Guest    4/26/2019

Companies use different kinds of systems to manage their data and processes efficiently. Take for instance a sports club, which could use sports club …

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Help Your Call Center Agents Through 'Worst Case Scenarios'

By: Tracey E. Schelmetic    4/23/2019

Call center management is a complex skill honed over years, or even decades, of workforce management, understanding customers, learning systems and ma…

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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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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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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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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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Games in the Contact Center Can Build Cohesion and Make Work Fun

By: Tracey E. Schelmetic    4/4/2019

The contact center is a difficult place to work. It's a high-pressure environment, it's noisy, it's busy and sometimes tempers get short. Customers ca…

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