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Contact Center Articles

We are proud to offer the most extensive library of articles and content in our industry. Our in-depth coverage of relevant business topics provide you with support, education and information that will help you excel in your business.

Interested in contributing Articles & Papers? Submit Them Online Here


Showing 1 to 15 of 2455 Articles

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The insider’s Guide to WFM
Workforce Management is so much more than smarter scheduling and forecasting. With an open mind and the right partner by your side, it can unlock the secret to effective employee and customer engagement. Nick Smith shares 5 ways to become a WFM guru.
Author: Nick Smith, Calabrio
uk flag - Published: December 9, 2019
7 Ways AI is Transforming Customer Service in the Housing Sector
Henry Jinman believes it’s also raising the bar for customer service across the entire housing sector. Here he explores the amazing potential of Artificial Intelligence (AI) to revolutionise the traditional tenant-landlord relationship.
Author: Henry Jinman, EBI.AI
uk flag - Published: December 2, 2019
5 Questions to Ask Before Putting AI into Practice and a Checklist for Success
Despite the power of Artificial Intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman at EBI.AI outlines the 5 most common mistakes and how to avoid them using a tried and tested checklist
Author: Henry Jinman, EBI.AI
uk flag - Published: November 18, 2019
Is Technology Holding You Back From Delivering Exceptional Customer Service? 5 Ways to Buck the Trend
Don’t let technology come between you and exceptional customer service. That’s the message from Rebecca Philip at Teleopti as industry statistics reveal four in every five contact centers are frustrated by technology. Here are 5 ways to buck the trend using a winning formula based on WFM.
Author: Rebecca Philp, Calabrio
uk flag - Published: November 8, 2019
Brand Storytelling Leads to Successful CX
A good story captures a reader’s attention and leaves them wanting more. That is precisely why brand storytelling is all the rage in today’s world.
Author: Hinduja Global Solutions Ltd.
us flag - Published: November 6, 2019
Even with Caveats, Peak Cybersales Frenzy Fast Approaches. 3 Tips to Prepare
Even with Caveats, Peak Cybersales Frenzy Fast Approaches. 3 Tips to Prepare.
Author: Kimber Houlne, Working Solutions
us flag - Published: October 31, 2019
A 5-point Plan for the New Era of Customer Experience Intelligence
Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.
Author: Magnus Geverts, Calabrio
uk flag - Published: October 30, 2019
Research Shows Missed Opportunity for Call Centres
Call centres have access to a large quantity of voice data that could be used for valuable insights and improvements, but research highlights most organisations are not making the most of it.
Author: Richard Stevenson, Red Box
uk flag - Published: October 28, 2019
How Tech Improves The Airline Customers Experience
Airlines using technology to enable their customer experience without losing the human connection are better placed to retain and attract new passengers. What are the technology trends contact centres should be using to improve their CX?
Author: Merchants
southafrica flag - Published: October 23, 2019
Welcome to the New World of Self-scheduling for Frontline Employees
As companies embrace digital possibilities to empower their workforce and re-define the customer experience, Magnus Geverts takes a closer look at what’s next for WFM. Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom
Author: Magnus Geverts, Calabrio
uk flag - Published: October 18, 2019
Organizations With Cloud Contact Center Technology Report 18 Percent Higher Customer Satisfaction
NICE inContact CX Transformation Benchmark study finds 40 percent of companies are very likely to invest in four or more customer service channels in the coming year
Author: Chris Bauserman, NICE inContact
us flag - Published: October 14, 2019
Artificial Intelligence (AI) Will Augment Human Interaction
Today’s bots increasingly provide a strong sense of reliability, consistency and ease of use, which are critical to meet the demand for a unified customer experience strategy.
Author: Larry Fleischman, Hinduja Global Solutions Ltd.
us flag - Published: October 11, 2019
Onus on ANZ Companies to Fuel AI-Powered Workplace
Survey finds Australian and New Zealand companies are expected to implement safety measures and appropriate training for employees using AI
Author: Genesys
australia flag - Published: October 10, 2019
Reengineering 2.0
In 1985 was created the first Reengineering based in product, now, I created the Reengineering 2.0 based in CX
Author: Heverton Anunciação, Universidade do Cliente
brazil flag - Published: October 8, 2019
How To Win Friends and Influence People With Workforce Management
Constant change and the viral power of social media demand new levels of adaptability from organizations today.
Author: Nick Smith, Calabrio
uk flag - Published: September 25, 2019
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