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CUSTOMER Magazine Announces Winners of 5th Annual Workforce Optimization Innovation Awards

By: CustomerZone360 News    1/22/2021

TMC announced the winners of the 2020 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.

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How the COVID-19 Pandemic Is Changing Marketing

By: Tracey E. Schelmetic    12/30/2020

Salesforce's sixth edition of its "State of Marketing" report highlighted the importance of the customer experience, particularly during a pandemic cr…

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2021 Trends: COVID-19 Will Redefine Customer Experience and Drive Continued Digital Transformation

By: Luke Bellos    12/22/2020

TTEC annual report identifying key Customer Experience as a Service (CXaaS) trends for 2021 shows digital transformation will continue to grow.

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Quick-Service Restaurants Shifting to Digital and Mobile Models

By: Laura Stotler    12/22/2020

Several quick-service restaurants (QSRs) are changing the way customers order and receive their food to meet changing demands during the coronavirus p…

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How Blockchain Is Transforming the Fintech Industry

By: Special Guest    12/22/2020

Since its invention, blockchain has managed to spread its influence on a number of industries and has driven transformation in many businesses. From b…

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AI System Solves Customer Information Overload

By: Luke Bellos    12/21/2020

Artificial Intelligence companies Hitachi and Allganize combine their resources to develop a sophisticated AI system for customer service and business…

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CX Outsourcing Opportunities Continuing to Grow in Jamaica

By: Matthew Vulpis    12/15/2020

When asked to think about countries known for their contact centers, the first country that comes to mind may not be Jamaica. However, in the past dec…

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Tide's On-Demand Dry Cleaning Service Named Best in Customer Service

By: Stefania Viscusi    12/15/2020

When national laundry-detergent brand Tide decided to start a franchise dry cleaning concept location - the idea was to bring customers a brand they w…

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As Telehealth Grows, Health Insurance Companies Turn to Contact Centers

By: Matthew Vulpis    12/9/2020

When the COVID-19 pandemic began, companies and industries around the world quickly began turning to contact centers to keep up with the drastic incre…

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Is Panama the Next Big Nearshore CX Outsourcing Opportunity?

By: Matthew Vulpis    12/8/2020

The economics in Panama make it easy for BPOs there to attract and train top agents, at substantially lower salaries than are paid in the U.S., which …

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Managing and Training Remote Agents: What We've Learned So Far

By: Special Guest    12/7/2020

No matter what 2021 brings, contact centers have shown that they have the ability and the agility to work on-site in offices and remotely from home wi…

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2020 CUSTOMER TMC Labs Innovation Winners Focus on Maximizing Experience

By: CustomerZone360 News    12/4/2020

The 2020 CUSTOMER magazine TMC Labs award winners represent some of the best and brightest technology companies enabling brands to deliver great custo…

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Big Data Analytics - What Contact Centers Can Learn from the Tampa Bay Rays

By: Jon Arnold    12/2/2020

Big Data has been with us for years, and across its many forms, is used more widely than most of us realize. As the analytics derived from Big Data pl…

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How an Email Virtual Assistant Can Help Handle the Holiday Rush

By: Special Guest    12/2/2020

During the peak holiday shopping season, the backlog of unanswered customer emails can swell quickly. Although most businesses hire a flurry of season…

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Government Contact Centers and COVID-19: Security Challenges During the Pandemic

By: Matthew Vulpis    12/2/2020

When the COVID-19 pandemic originally began, industries all around the globe were affected, as they had to swiftly and efficiently shift their operati…

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Salesforce to Acquire Slack in Biggest Benioff Acquisition to Date

By: Erik Linask    12/1/2020

Salesforce to buy collaboration firm Slack to create integrated CRM-communications platform.

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Smaller is Better in the Contact Center BPO World, Some Experts Say

By: Matthew Vulpis    12/1/2020

For a company new to the contact center outsourcing scene, finding the right BPO partner is easier said than done. When looking for an outsourcing par…

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Finding a CX BPO Partner in Challenging Times

By: Matthew Vulpis    11/23/2020

While the country prepares for a second wave of the pandemic, many companies are preparing for what may be another shutdown and are taking the necessa…

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Contact Center Cybersecurity 2021: Access Management More Important Than Ever

By: Juhi Fadia    11/17/2020

Data security and privacy have long been essential to the success of contact centers, and safeguarding information ensures sustainability. Customers o…

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How Call Centers Can Thrive by Successfully Managing the Unexpected

By: Special Guest    11/3/2020

Call Centers are constantly dealing with unexpected scenarios, but 2020 has taken this to an entirely new level. Centers have been forced to manage th…

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