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Industry News

Cloud-first workforce engagement management platform chosen to enable Digital Services company to flow workforce across contact centres, retail stores and at-home visits to be where their customers are. Read More...
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Automated CX Assurance Provider’s New Platform Feature Enables Time-savings, Increased Productivity and Scalability to Provide a Better Customer Experience Read More...
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Microsoft Corp (Nasdaq: MSFT) and Nuance Communications, Inc. (Nasdaq: NUAN) announced they have entered into a definitive agreement under which Microsoft will acquire Nuance on Friday, April 9, in an all-cash transaction. Read More...
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The Indian Medical Association said a helpline would now be set up using the expertise of these volunteer doctors to support smaller facilities that are dealing with the pandemic. 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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Thomson Reuters tested the quality of its remote onboarding and training process during the pandemic. Managers used workforce analytics to break down and analyze interaction and performance data to determine areas of onboarding and training that could be improved.
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Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected? Read More...
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We were delighted to see Jo Causon, Chief Executive Officer of Institute of Customer Service in the Impact Room recently. Jo joined Hannah Louise Cox to share some insight and thoughts about customer service, customer demands... Read More...
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Many of today’s larger companies grow through acquisition and merger. Consolidation of these disparate businesses then typically necessitates integration of many different technical environments, spanning the various locations, facilities and p... Read More...
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Hybrid Work – 5 Keys to Building an Effective Hybrid Workforce
Ryan Easter couldn’t believe he was being asked to run a pandemic business continuity test.
It was late October 2019 and Easter, the IT Director and a Principal ... Read More...

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Rapid evolution of technology is really expanding the capability of the Contact Center, but is the customer information this provides being used to good effect in terms of service provided? Behavioural differences in different European markets or fr... Read More...
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Don't miss out on entering the ONLY global awards program in the industry! The submission deadlines for our 2021 '16th Annual' Global Top Ranking Performers Awards: APAC - CLOSED | EMEA - 16th April | AMERICAS - 23rd April Why enter our prestigious awards program? - The only TRULY GLOBAL award program - A COMPREHENSIVE program - 100% UNBIASED - The 'OLYMPICS' of the Contact Center World - Over 40 relevant AWARD CATEGORIES - Make CONNECTIONS with other award entrants - BENCHMARK against others - Unrivalled RECOGNITION - Public, Private, Inhouse, Outsourced Categories - INTEGRITY second to none | Apply at www.contactcenterworld.com/worldawards


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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
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