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Industry News

New report uncovers key insights about contact center career skills, advancement opportunities, benefit programs, and more. Read More...
February 8, 2023 7:38 PM
Vervent announced the acquisition of Smiles on Demand, a high-performance BPO organization in the Philippines, today, taking another step in continuing to expand their highly successful contact center and servicing business. Read More...
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Intermedia Cloud Communications, a provider of cloud communications and collaboration solutions to businesses and the partners that serve them, announced today that CRN(R), a brand of The Channel Company Read More...
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UCC Networks continues to expand its voice portfolio with the addition of Mobile Business Solutions! Read More...
February 8, 2023 2:23 PM
Managed service provider Byte says it has acquired RiseCX, a contact centre as a service company that offers consulting and systems integration, for an undisclosed sum. Read More...
February 8, 2023 12:38 PM
Seamless member experiences drive new efficiencies while enhancing satisfaction
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February 8, 2023 10:18 AM
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Medallia study identifies new consumer expectations that highlight increasing challenges and opportunities for organizations Read More...
February 8, 2023
Global survey reveals consumers rate the quality of their chatbot experiences a 6.4/10
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February 6, 2023
Despite productivity concerns, only 23% currently use an independent tool to monitor the experience of remote workers using UC&C platforms Read More...
February 3, 2023
UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals.

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January 27, 2023
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Call Assist’s professional virtual office services in Geelong give clients the perfect blend of affordability, usability and efficiency.
Whether you are a start up, a government agency or an established business it makes perfect sense to outso... Read More...

January 29, 2023
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We have all experienced automatic call distribution (ACD), sometimes also called automated call distribution, when calling our favorite (or not so favorite) companies.    
Here’s what ACD often sounds like: “Please ho... Read More...

January 27, 2023
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Agent compliance infractions can lead to unwanted penalties for your organization. Consider this:

Dodd-Frank Act penalties can amount to $1 million or more
PCI Compliance penalties can be $5,000 per month per agent
MiFID II infrac... Read More...

January 27, 2023
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If you don't want to be overwhelmed with the influx of calls from customers this holiday season, it’s important to optimize your Voice over Internet Protocol (VoIP) system for maximum efficiency. Be ready for anything — read on for tips t... Read More...
December 28, 2022
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January 31, 2023
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During any contact with an existing or potential customer, your agents will cover a lot of ground – the average person talks at around 120 words per minute. Train your agents to capture as much relevant information as possible regarding the contact. ... Read More...
February 8, 2023
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Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

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Members' Updates....

Raj Wadhwani -

Are you planning to attend events in 2023? Check the events to attend link at the top of this page. Here are some recent comments from our delegates

December 29, 2022 12:19 PM
Chavis Chemali (Malaysia) just joined our association! Welcome!
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Dian Sahri Ramadhan has connected with Alvin Christian
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Jeff Kirchoff has connected with Alvin Christian
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