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TechnologyAdvice, Friday, February 28th, 2025
Quality assurance, or QA, is essential to maintaining the standards of a contact center. By combining call quality metrics and assessments, contact center quality management software allows you to monitor how effectively agents respond to customers and the extent to which regulatory standards are upheld.
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Destination CRM, Wednesday, February 26th, 2025
Contact centers are the frontlines for customer interactions and play a significant role in shaping customer perceptions and building loyalty. Maintaining quality assurance (QA) within the contact center is essential for companies committed to delivering consistent, high-quality customer service interactions.
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Contact Center Pipeline, Tuesday, February 25th, 2025
The role of artificial intelligence (AI) in contact centers is rapidly evolving, transitioning from theoretical concepts to practical applications delivering real business value and generating strong business outcomes, now. Its growing importance in contact centers has made AI the holy grail for achieving customer experience (CX) automation.
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Contact Center Pipeline, Tuesday, February 25th, 2025
The data is in, and regardless of recent advancements in Generative AI (Gen AI) aimed at improving the customer experience (CX), human-to-human interactions still reign supreme.
more → Contact Center Pipeline, Tuesday, February 25th, 2025
Maintaining high levels of employee engagement is crucial in the high-pressure world of call and contact centers. Engaged agents are more productive and more likely to provide exceptional customer service, directly impacting your brand's reputation.
more → Call Center Times, Monday, February 17th, 2025
Survey finds confidence in the use of AI for customer service surging 18 points in just six months.
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Call Center Times, Monday, February 17th, 2025
The economic forecast for 2025 presents both challenges and opportunities. With a 45% probability of a U.S. recession, persistent inflation rates hovering above 2.5%, and rising unemployment claims, businesses must navigate uncertain waters.
more → TechnologyAdvice, Saturday, February 15th, 2025
Call center reporting and cloud contact center solutions provide abundant data and analytics for managers and analysts who want to quantify key performance metrics. Contact center analytics are vital when implementing company standards or changing your services because they provide a quantifiable measure of customer satisfaction, workforce engagement, and service quality.
more → Contact Center Pipeline, Wednesday, February 12th, 2025
The above age-old adage came to mind as I reflected on the past 30-plus years in the contact center industry.
more → Analytics Insight, Saturday, February 8th, 2025
Businesses have been constantly adopting advanced technologies to upgrade their customer service operations nowadays.
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Contact Center Pipeline, Monday, February 3rd, 2025
Finally.February! My favorite month of the year. It is a month filled with gratitude and appreciation. Contact Center Pipeline certainly does have some big shoes to fill in sharing our gratitude and appreciation.
more → Contact Center Pipeline, Friday, January 31st, 2025
Throughout the month of January, our readers were focused on planning and strategizing for the year ahead. Lori starts off by walking us through some of the biggest challenges and priorities our centers face moving forward.
more → Contact Center Pipeline, Wednesday, January 29th, 2025
In the dynamic world of contact centers, effective leadership stands as the linchpin of operational excellence and customer satisfaction.
more → CX Today, Friday, January 24th, 2025
In 2024, many contact centers started pulling in more data from the enterprise ecosystem, made significant AI progress, and placed greater emphasis on journey orchestration to deliver better customer experiences.
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Contact Center Pipeline, Thursday, January 23rd, 2025
Consultants are an essential part of the contact center industry.
more → Wise Guy Reports, Thursday, January 23rd, 2025
Businesses face mounting pressure to secure their networks, infrastructure, and data. Cyberattackers often target employees through phishing and social engineering to defraud them or to obtain sensitive data, and this may include credentials.
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Contact Center Pipeline, Wednesday, January 22nd, 2025
Optimizing contact center operations has become more crucial with the difference between a tweet of praise and a viral customer service horror story that can hinge on a single interaction.
more → CMSWIRE, Wednesday, January 22nd, 2025
Why contact centers are no longer just about solving problems - they're driving customer loyalty and growth.
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Destination CRM, Wednesday, January 15th, 2025
Two years ago, OpenAI made its ChatGPT generative artificial intelligence (genAI) chatbot available to the masses, altering the customer experience (CX) technology landscape and accelerating the velocity of innovation.
more → StateTech, Tuesday, January 14th, 2025
State and local agencies are widely adopting artificial intelligence use cases for government hotlines.
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Contact Center Pipeline, Tuesday, January 14th, 2025
As 2024 has come to an end, ContactBabel has looked at the thousands of surveys we've carried out with contact centers and customers in the U.S., and made some predictions about what we're likely to see next year.
more → Contact Center Pipeline, Friday, January 3rd, 2025
The January issue is always one of my favorites. Our industry advisors shine their crystal balls and share their thoughts on what 2025 might look like. December is always a good time for reflection; the good, the bad, the ugly.
more → Contact Center Pipeline, Friday, January 3rd, 2025
Our Advisory Board shares timely insights to take into the New Year.
more → RCRWirelessNews, Monday, December 23rd, 2024
In today's dynamic business landscape, it's essential to provide exceptional customer experiences (CX) efficiently while alleviating the burden on agents. This requires the use of automation and related technologies to expedite and manage manual processes, ensuring they keep up with fast-changing customer expectations.
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CIO, Monday, December 23rd, 2024
The help desk is often seen as IT's purgatory - for the issues it addresses and the staff working there. But strategic intelligence and opportunity lurks in this IT 'dungeon.'
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Call Center Times, Monday, December 16th, 2024
The increasing popularity of hybrid working could be encouraging workers to be 'always on', according to new research from Moneypenny and VoiceNation, which shows that the majority of respondents (58%) are accepting work-related communications out of hours.
more → Call Center Times, Monday, December 16th, 2024
In almost every instance where I get to talk to call center professionals, a variation of the same issue/question always comes up: 'How do I overcome the lack of energy and focus that comes with doing the same call / script / flow over and over. How do I keep my workforce energized and engaged?'
more → Call Center Times, Monday, December 2nd, 2024
Dina Vance, Senior Vice President from Ulysses Learning, takes on our reader's question this month.
more → Call Center Times, Monday, December 2nd, 2024
Almost as long as there have been call centers, there have also been Business Process Outsourcers (BPOs)--contract companies that deliver those services for companies hoping for simpler operations, lower fixed costs, and better customer outcomes.
more → Call Center Times, Monday, December 2nd, 2024
Metrics have always been an incredibly important part of every contact center. Without them, there is no way to conduct quality assurance or evaluate the performance of your agents. But in recent years, the key metrics used to measure and judge the success and effectiveness of a call center have changed. Here, we're outlining how and why.
more → Call Center Times, Monday, December 2nd, 2024
In today's competitive business environment, industries like solar energy face significant pressure to scale customer service operations while managing costs.
more → Call Center Times, Monday, December 2nd, 2024
UJET, a leading provider of AI-powered cloud contact center solutions, released its first annual AI Maturity Benchmark Report, uncovering an immaturity crisis among AI deployments.
more → Call Center Times, Monday, December 2nd, 2024
Savvy business leaders know that timing is everything when making changes to call center processes. AI integration is no different. Implement too hastily and run the risk of poor execution that negatively impacts customer experience (CX). Implement too late, and you've fallen behind your competitors.
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TechnologyAdvice, Wednesday, November 27th, 2024
Artificial intelligence can optimize and improve customer-facing systems or processes for businesses that provide customer service or a support function like a customer relationship management (CRM) system to customers.
more → Search Customer Experience, Friday, November 22nd, 2024
A contact center infrastructure (CCI) is a framework composed of the physical and virtual resources that a contact or call center facility needs to operate effectively. Contact center infrastructure enables businesses to manage customer interactions across multiple communication channels.
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TechnologyAdvice, Thursday, November 21st, 2024
Hosted call centers eliminate upfront infrastructure costs, reduce IT maintenance burdens, and offer a scalable, subscription-based model that adapts to business needs.
more → nojitter, Tuesday, November 19th, 2024
So, you are on hold for the umpteenth time with a contact center, listening to "Greensleeves" on a loop. Every 30 seconds, a robotic voice interrupts to insist, 'Your call is important to us,' but each repetition sounds more like a taunt than a promise.
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eWeek, Wednesday, November 13th, 2024
Businesses are increasingly using artificial intelligence agents to replace or augment the work of human customer service representatives.
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Smart Customer Service, Tuesday, November 12th, 2024
Research firm Technavio expects the global contact center market to grow by $208.2 billion through 2028, at a compound annual rate of 10.7 percent
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TechnologyAdvice, Wednesday, October 23rd, 2024
Interactive voice response (IVR) is a communication system that facilitates engagement through a network of caller inputs and automated responses.
more → theCUBEresearch, Monday, October 21st, 2024
The contact center industry is at a pivotal moment, and Cisco's latest announcement of its Webex AI Agent represents a significant push to reshape customer service interactions.
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IDC, Wednesday, October 16th, 2024
The time has come for the contact center and customer handling environment to jettison the term, 'deflection.' There is an inherent prejudice in the word when used in the context of customer service, that is, it is an operational view.
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TechRepublic, Monday, October 14th, 2024
Managers who over-focus on particular call center metrics are missing the full picture - and probably driving their employees to quit.
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TechRepublic, Monday, October 14th, 2024
A call center knowledge base needs careful consideration to be relevant. Here's how to create a helpful resource call center employees love to use.
more → Digital CxO, Monday, October 14th, 2024
Data analytics are transforming the way contact centers operate, turning customer interactions into valuable insights that drive efficiency and improve service quality. By leveraging analytics, contact centers can optimize operations, enhance agent performance and deliver more personalized customer experiences.
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TechRepublic, Friday, October 11th, 2024
Discover some of the newest call center IVR features plus how they impact agents, customers, and your average wait time.
more → TechRepublic, Friday, October 11th, 2024
Learn practical steps for recognizing and responding to call center burnout - before it's too late.
more → TechRepublic, Friday, October 11th, 2024
Find efficiencies by ensuring agents and managers are following call center best practices. It costs nothing, and the gains can be tremendous.
more → TechRepublic, Friday, October 11th, 2024
Learn exactly how automatic speech recognition allows call centers to take advantage of voice data and better serve customers.
more → Analytics Insight, Friday, October 11th, 2024
Platforms offering free coding courses with certificates to boost your programming skills and career prospects
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