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Industry News

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Ozonetel Enables Instant Cloud Telephony for Shopify Stores
Launches KOOKOO Interactive Assistant, an omni-channel widget, to run voice calls and chat sessions in parallel
December 15, 2018 5:20 AM
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Avaya Launches Online Store
A One-Stop-Shop Storefront offering all Cloud Communications: CCaaS & UCaaS
December 15, 2018 5:16 AM
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Nashville VA Attacking Patient Backlog With Dedicated Call Center
VA hospitals and clinics in Middle Tennessee are trying to attack their patient backlog by more efficiently handling phone calls. The Tennessee Valley Health Care system has established a central call center, which handles as many as 35,000 calls a m...
December 15, 2018 5:12 AM
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Tamil Nadu CM Edappadi Palaniswami to Inaugurate Call Centre for ‘181’
A call centre for women’s helpline ‘181’ is to be inaugurated here by Chief Minister Edappadi K Palaniswami on December 10.
December 15, 2018 5:07 AM
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Premium Content

H&R Block Selects eGain for AI-Powered Customer Engagement
eGain, the leading provider of cloud-based customer engagement solutions, announced that tax preparation giant H&R Block has selected eGain Solve™ to automate service and sales interactions for taxpayers at scale. The solution will be used to power H&R Block’s new Ask a Tax Pro service.
December 14, 2018 5:00 AM
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Noble Receives Frost & Sullivan’s Market Share Leadership Award for Sixth Consecutive Year
The Frost & Sullivan 2018 Market Share Leadership Award for the North American Outbound Dialing Systems market was announced at last night’s Gala event. Noble Systems' key performance drivers, which include depth of innovation, strength of offering, and ownership experience, continue to set the comp...
December 4, 2018 4:32 PM
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ContactCenterWorld.com Announces Winners of the 2018 Industry Champion Awards
Thunder Bay, Ontario – Canada November 2018
ContactCenterWorld.com, the world’s largest contact center and customer engagement association, is pleased to announce the winners of the coveted 2018 Industry Champion Awards
November 20, 2018 10:24 PM
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Creative Virtual
A Chatbot for Your Contact Centre https://hubs.ly/H0fWphf0 Tips for selecting and implementing a conversational platform to support agents and provide an omnichannel customer experience
December 16, 2018 9:59 AM
Content Guru
It is the fourth day of our #12DaysofChristmas ! Today we celebrate one of the largest contact centre deployments in the world to date, a 47,000 web chat agent service in Japanese e-commerce! Read more about our #contactcenter solution: http://bit.ly/2BeROUn #webchat #CGAdvent
December 16, 2018 9:49 AM
Mitel
Why #CloudComms ? Use this guide to see if it's right for you: https://bddy.me/2PJYRL2 #PhoneSystem

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December 13, 2018 5:00 AM
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Industry Blogs

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December 13, 2018 5:00 AM
U-WFM - Seasonal Workforce Planning – is your Contact Centre Christmas-Ready?
Could employing more FTEs over Temps not only be good for your customers but also good for your business?
 
The Christmas surge
An obvious topical challenge faced by contact centres at this time of year, is how to address seasonal variations ... Read More...
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December 13, 2018 5:00 AM
Teleperformance - Today’s Customer Interactions Require a Deeper Experience

 
How can brands and businesses connect better with their customers? To date, this continues to be one of the most complicated questions there is in terms of customer experience and customer loyalty, and while companies today are using social... Read More...
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December 13, 2018 5:00 AM
UJET - How to integrate customer feedback into customer service training

Your team hears more direct customer feedback than anyone else in the company—their interactions make up the bulk of the customer experience. Whether they're helping a customer solve a problem, walking through a difficult process or followi... Read More...
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Tip of the Day

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Headsets
December 16, 2018 5:00 AM
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Upcoming Events

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Call & Contact Centre Expo 2019
Welcome to Europe’s leading call & contact centre event, showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world! Read More...
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