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While customer service digitalization had been under way even prior to the onset of Covid, the pandemic instantly elevated it to the top of CxO agendas. We predict that demand will continue to grow exponentially not only for digital customer service but also for modern knowledge management that is u...
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As life returns to normal, now is the perfect opportunity for employers to re-think their workforce strategy. Ed Creasey at Calabrio explores demographic trends and how the next generation of employees will thrive in contact centres provided they are... Read More...
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Service expectations are evolving faster than most contact centers can keep up. Customers want personalized and proactive engagement, easy self-service capabilities, and seamless connection across every touchpoint, interaction type, and device. At t... Read More...
January 17, 2022 12:00 PM
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The proliferation of cloud software, changing customer behaviors and expectations, and the pressures of the global health crisis are driving explosive growth in cloud contact center services. But moving your on-premises contact center to the cloud i... Read More...
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  Individuals with customer service jobs are the most prone to burnout. Working under extreme pressure, they deal with complex problems, handle tedious administrative tasks, and interact with demanding customers daily. Due to the nature of their... Read More...
January 4, 2022
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Steve Kaiser, former CEO of OrecX and now GM, OrecX Business Unit of CallMiner, recently participated in a CallMiner webinar. What follows are 5 audio snippets from that webinar in which he details the reasons for the CallMiner acquisition... Read More...
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Train your agents to be sensitive to customers who are unhappy about an action or promise on your organisations part that was not fulfilled. In our experience sometimes an agent, if not presented with all the facts on screen, can dispute vigorously p... Read More...
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