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Tips for Fostering an Inclusive, Engaging Call Center Culture

By: Laura Stotler    1/24/2020

Call center agents must be engaged and motivated on the job to successfully engage customers. Call center managers can boost engagement by fostering a…

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Filling the Gaps in Customer Satisfaction Reality in the Contact Center

By: Tracey E. Schelmetic    1/22/2020

There's a huge disconnect in contact centers today. While most of them - better than 90 percent - claim that customer service quality is their number …

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Five Trends Shaping the Future of Customer Support

By: Special Guest    1/20/2020

Few industries are evolving at a faster pace than customer service and support. With an influx of new technologies, contact centers have a wealth of d…

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ORGANO Gets Customer Experiences in Shape with Talkdesk

By: Stefania Viscusi    1/15/2020

In regard to delivering quality customer care, nothing is more important than consistent quality and always-on communications. When ORGANO - a growing…

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NICE inContact, Zendesk Pair CCaaS & CRM

By: Maurice Nagle    1/10/2020

NICE inContact and Zendesk announced a partnership that pairs the Zendesk customer service and engagement suite with the NICE inContact CXone to expan…

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Superior Customer Service Needs to Be the Norm, Not the Exception

By: Laura Stotler    1/2/2020

A viral holiday anecdote about excellent customer service at a Chick-fil-A drive-thru should serve as the gold standard for customer engagement, parti…

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Amazon Experienced Some Uncharacteristic Chaos This Holiday Season

By: Tracey E. Schelmetic    1/2/2020

While most of us expect Amazon to run like a well-oiled machine during the holiday season - at least from a customer's perspective - even the most org…

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US Real Estate Franchise Moves Contact Center to Cloud with Five9

By: Stefania Viscusi    12/27/2019

One US real estate franchise is ensuring it's prepared for the future and making the move to the cloud with Five9. The company announced it was chosen…

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Workforce Management Software Eliminates the Need for Erlang-C

By: Tracey E. Schelmetic    12/27/2019

If you manage a call center and you're of a certain age, chances are that you know how to calculate the Erlang-C formula, a mathematical calculation t…

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CUSTOMER Magazine Announces Recipients of the 2019 Customer Experience Innovation Awards

By: CustomerZone360 News    12/23/2019

TMC announced today the winners of 2019 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.

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