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CX Outsourcing Opportunities Continuing to Grow in Jamaica
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
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
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?
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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?
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
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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