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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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Omni-channel Banking for the Digital Customer

By: Tracey E. Schelmetic    10/29/2020

On Thursday, November 5th, from 12:00 pm to 1:00 pm EST, Panamax will sponsor a webinar event entitled, "Transforming Omni-channel Banking - Digitizat…

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New Era WEM Solutions Must Solve Modern Contact Center Challenges

By: Special Guest    10/27/2020

Contact centers must embrace a new era of customer and agent needs with a workforce engagement management (WEM) software suite designed for the modern…

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CSAT Scores Have You Down? Drive Results Through Relevance

By: Special Guest    10/23/2020

Customer expectations are at an all-time high, and you have one click to be relevant. Meet the digital leaders who have met the heightened demands of …

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NICE inContact Meets Contact Center Agility and Intelligence Needs Head On with Latest Release

By: Erik Linask    10/16/2020

NICE inContact leverages AI and machine learning to deliver new actionable intelligence for better customer engagement.

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Will 2021 Be the Year of Ying and Yang in Contact Centers as AI and Automation Take Hold?

By: Juhi Fadia    10/16/2020

The availability of massive amounts of data is changing how contact centers define and implement their customer experience and engagement strategies u…

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How Different Businesses Are Affected By The Pandemic

By: Special Guest    10/14/2020

As soon as the World Health Organization (WHO) declared that the coronavirus outbreak was a pandemic, it became clear that businesses will be affected…

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How Technology can Dramatically Improve Customer Services in the Banking Industry

By: Special Guest    10/9/2020

Customer experience is a key to success and competitive differentiator not only for banking but across all industries. In this digital era of life, op…

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When Things Get Tough, the Tough Get Going: Contact Center Transformation in an Age of Disruption

By: Juhi Fadia    10/8/2020

Nearly every large enterprise and government agency has a dramatic story about shifting their contact center workforce to a work-from-home (WFH) model…

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How a Software Company has Streamlined National Police Checks in Australia

By: Special Guest    10/6/2020

Every great company is built on the back of great employees. Employers know that and that is why they're keen on hiring the best talents. These are em…

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Leading Your Business to Success, Not Just Survival

By: Special Guest    10/5/2020

The emergence of COVID-19 and its rapid spread around the globe has been nothing short of disastrous for many businesses. Storefronts have closed, wor…

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Contact Center Data on The Rise Huge Opportunities, Huge Challenges

By: Juhi Fadia    9/30/2020

Companies often talk about identifying customer pain points, and Contact Centers present the clearest opportunity to capture this data to serve custom…

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CUSTOMER Magazine Announces Recipients of the 2020 Customer Experience Innovation Awards

By: CustomerZone360 News    9/30/2020

TMC announced today the winners of 2020 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.

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As Data Explodes in Cloud Contact Centers, the Security Spotlight Shifts to Internal Threats and Privileged Access Management

By: Juhi Fadia    9/28/2020

Contact Centers are one of the riskiest areas for enterprises, especially those which have a large customer base and are in highly regulated industrie…

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Call centers in the personal injury world, a new phenomenon

By: Special Guest    9/23/2020

With personal injury you may think of an accident, injury and lawyers who recover the injuries from victims. You will not immediately think of a call …

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