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Free eNews SubscriptionAI Won't Replace Human Agents, But Agents Need to Adapt to Working with AI
A recent analysis released by workforce management company Calabrio highlighted the essential role of hybrid and remote contact center agents, the exp…
Read MoreTraditional Call Quality Assurance Programs are Ineffective at Improving CSAT
Research conducted by SQM Group found that only 19 percent of call center managers strongly agree that their call center's quality assurance program h…
Read MoreMore Enterprises Turn to CCaaS to Deliver Better Customer Interactions
Many enterprises are turning to automation and the cloud to address a growing number of customer interactions efficiently and with the agility to adap…
Read MoreThe benefits of Salesforce phone system integration
Salesforce, the global leader in CRM solutions, provides various software options to assist companies in effectively managing their customer relations…
Read MoreNow Available from Zoom: Workforce Engagement Management Suite for Contact Centers
Now available for Zoom Contact Center customers, Zoom's new Workforce Engagement Management suite (including its Workforce Management and Quality Mana…
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