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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week 4)
In this installment of Calabrio Corner, Tom Goodmanson talks about strategies for safely returning to office environments.
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How to Reduce the Demand on Your Customer Service Telephone Operators
Customer service is one of the most time consuming and therefore expensive functions that your business has to perform. This is especially true when y…
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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week Three)
In his latest COVID-19 update, Calabrio CEO Tom Goodmanson talks about the importance of over-communication during a crisis.
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6 Ways Artificial Intelligence Works in Augmenting Customer Experience
Call centers are the front line of companies, connecting the business with its customers and a critical component in the overall brand image and custo…
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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week Two)
Tips from a customer experience CEO on how to keep maintain high levels of customer service during the COVID-19 crisis.
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TMC Labs Recognizes Winners of 2019 CUSTOMER Innovation Award
TMC Labs recognizes innovators in the Customer Experience space who are helping organizations future-proof their businesses while maximizing customer …
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Airship Enabling High-Impact Customer Engagement During COVID-19 Pandemic
Airship is giving its web notification solution to businesses free to manage customer engagement and experiences during the coronavirus crisis.
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CUSTOMER Magazine Announces Winners of 4th Annual Workforce Optimization Innovation Awards
TMC announced the winners of the 2019 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.
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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week One)
In the face of an unprecedented teleworking environment due to COVID-19, how can business leaders guide their teams to success in uncertain times?
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Sitel Migrates to Teleworking, Hiring 10,000 New Associates
Contact center outsourcing firm Sitel has transitioned its workforce to remote technologies and is hiring 10,000 new associates during the COVID-19 cr…
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CCaaS Consultant Cloudlinx Joins Edify Channel to Drive Future of Work Initiatives
CCaaS consultant Cloudlinx has joined the Edify channel program to bring its customers an AI-driven contact center solution with unified business comm…
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4 Fatal CX Measurement Mistakes Every Enterprise Should Avoid
Customer-centric organizations are on track to invest more than $10 billion this year to measure customer experience. So, why have 86% of companies fa…
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Sytel Enables Fully Functioning Contact Center for Teleworkers over the Weekend
Sytel transitioned a customer's contact center to the cloud starting Friday night and was able to have it up and running by the time business opened M…
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Thrio, TELUS Launch AI-Driven CC360 Customer Engagement Platform
Thrio and TELUS have introduced Cloud Contact 360, an AI-driven customer engagement solution to meet customers on their terms and deliver fast, effect…
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Coping with COVID-19 Call Volumes and Overwhelming Challenges
There is no letting up of the spread of COVID-19, as the global pandemic continues to move through the world's largest countries, including the U.S., …
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Above Average: The Art and Science of Contact Center Metrics
Earlier this month, Grand View Research released a major market analysis and report forecasting the global contact center software market will grow to…
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A Healthy Response to Global Coronavirus Pandemic Through Operational Excellence in the Contact Center
We asked Sean Erickson, Managing Director at Eventus, a contact center and CX advisory, technology, and managed solutions firm based in Denver, Colora…
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Data Driven, Customer Defined: Data For The Sake of CX Improvement
The shift we are seeing in is to take this data and associate it with outcomes - measurable business outcomes - that transcend "cost savings." While t…
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Serenova, Lifesize Merge, More to Come?
CCaaS provider Serenova and video collaboration vendor Lifesize have merged, looking to buuild on the momentum in the UCaaS market.
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Why Call Recording Quality Monitoring is Essential for Your Call Center
Customer calls to cell-phone companies, banks, airlines, insurers or tech-support contact centers are mostly met with the automated declaration: "This…
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