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What AI Can and Cannot Do for CX: The Next Generation Balancing Act of Data and Humans
Gartner's Hype Cycle traditionally shares the "peak of inflated expectations" and the "trough of disillusionment" that precede the "plateau of product…
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Cloud or On-Premises Contact Center: It's Your Choice
Frost & Sullivan's Nancy Jamison speaks with Noble Systems CEO Jim Noble about the single-code base that allows customers to easily move their contact…
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CUSTOMER Magazine Announces Winners of the 2019 CRM Excellence Award
TMC announced the winners of its 20th Anniversary CRM Excellence Award.
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Constant Contact Leverages Glance Networks' Visual Engagement to Transform Service Centers into a Revenue Centers
Constant Contact increased its contact center efficiency, productivity, customer satisfaction, and revenue thanks to Glance Networks solution.
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Trends that will Improve the Customer Service Experience in 2020
Customer service has long been a necessary factor in a company's success. With a growing number of in-person and e-commerce businesses entering variou…
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Will the Right Combination of Platforms and People Drive the Next Generation of Customer Service?
Recently hired Genesys CEO Tony Bates comes to Denver this week for Xperience19, bringing together thousands of customers, partners and contact center…
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Blending High Tech and High Touch, New CX BPO Launched at Genesys Xperience 19
Even as companies in the contact center and "CX" industry continue to push self-service, chatbots, social messaging apps and "automation" that enable …
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Business Tips Every Beginner Must Know
There's no doubt that running a business takes a lot of time and effort. For someone who has just begun in this field, it's important that you have a …
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Can Software Truly Improve Performance and Outcomes for Large Contact Center BPOs?
High turnover translates into high costs for recruiting and training, diminished employee productivity, and low morale among the very people who are i…
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In the Context of Conversations, One CX Company Takes On AI and ML for Scalable Analytics
All conversations are contextual - how we feel at any given time, what we need to know, the problems we need to solve happen in a real time world.
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Will The Combination of Vidyo and Enghouse Systems Up The Ante for Live Video Customer Experience Interactions?
Enghouse Systems last week announced they have acquired Vidyo for a price $20 million dollars lower than Vidyo's annual revenue. At a purchase price o…
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Adding Accuracy to the Contact Center: Very NICE
The contact center requires precision and accuracy in its processes, but like a golfer taking an approach shot it's not always so easy to stick it clo…
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On-Premise vs Cloud-Based: Which System Is Best for You
Companies use different kinds of systems to manage their data and processes efficiently. Take for instance a sports club, which could use sports club …
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Would You Know if Your Enterprise Content Management Wasn't GDPR-Compliant?
ECM refers to the combination of methodologies, strategies or software tools used to gather, manage, store, preserve, and deliver the information that…
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Top 4 Tips to Improve Customer Service Experience
There's no denying how crucial the customer service experience is to business success. After all, as consumers ourselves, we often base our decisions …
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The Future of CX: Personalized, Immersive Friendly and Very, Very Smart
Customer Experience (CX) is becoming a great priority for Communications Services Providers (CSPs), also known by some as "telcos" and, earlier this m…
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How to relate to your customers by educating them about new technologies on the example of VPNs
Marketing approaches have evolved a lot during the last decades becoming more human-centered and empathetic, but also more subtle and sophisticated. T…
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Avoid Contact Center Catastrophes with Cloud Technology
Neither contact centers nor the customers they support have to suffer due to the complexities of managing solutions. Increasingly, businesses are movi…
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Fill Onboarding 'Potholes' to Transform Customer Journeys
In an age of "click and get it done," customers are conditioned to expect business interactions to be simple, speedy and convenient. Applying for a cr…
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How electronic visas are changing the way we travel
Electronic visas have been around for quite some time now, but it seems that they boomed in the past few years. More and more countries adopt the elec…
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