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Groworx, a global consulting and outsourcing firm, is taking its Customer Experience capabilities to the next level with the addition of Shelley Beeston, their new Associate Director for Customer Experience. Read More...
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Calls and emails are still coming in to the I-Team daily from people who can't get through to the state's unemployment call center even after additional agents were hired. Some people say they're still left waiting for answers and money. Read More...
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At ContactCenterWorld.com, we have been working with our global team from home for many years! Our President, Raj Wadhwani created a Work from home' video with tips based on our experience.

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While contact centers adapted to the transition pretty quickly, they have faced quite a few challenges in the process. And challenges are just lessons in disguise. Read More...
June 1, 2020 5:00 AM
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COVID-19 has triggered a tsunami of demand for customer service. A flood of questions about payment deferrals, paycheck protection programs, COVID-19 infection, stay-at-home directives, shipment status, and more, are overwhelming contact centers, whi... Read More...
May 29, 2020 5:00 AM
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This is a subject that I have been pondering on for a long while, and it is a subject that seems to really be at the forefront now in the face of our global crisis.

There is so much talk around what ‘Customer Experience’ means exactly.... Read More...

May 28, 2020 5:00 AM
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With the COVID-19 lockdowns forcing most economic sectors to slow down, cloud technology can help your business survive and remain competitive. More specifically, you can cut costs and increase operational efficiency using the cloud.
Ensuring cont... Read More...

May 27, 2020 5:00 AM
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If you have a voice mail facility, either be specific with the information you would like callers to leave, or inform callers approx. how much time they have to leave a message. Recently I have found that more and more companies ask you to leave a me... Read More...
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Invoca stands with the Black community against racism, hate, and violence. Our commitment is to actively work towards equality and justice for all, not simply within our company, but throughout the broader community. We must embrace this challenge and fight for change.
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Drilling down to better understand the hybrid #cloud model https://bit.ly/3c91LEf via @GigabitMag
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The Digital Workplace of the New Normality Post #COVID19 must be Unified, Efficient, Agile. #Issabel is the solution that your business need. #UC #PBX #IVR #CallCenter #VideoConferencing https://www.issabel.com
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Best-in-class, growing contact centers are 29% more likely to monitor and evaluate 100% of customer interactions across all channels than others. Check out this report to see how their static and shrinking peers perform.   https://okt.to/P98Ona

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