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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 76 to 90 of 2650 Articles

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Tokopedia Care Bags 10 Awards at 2022 Contact Center World

Tokopedia Care, a customer service center of the Indonesian marketplace provider Tokopedia, recently bagged ten awards —encompassing nine gold and one silver— at the 2022 Contact Center World competition.

Author: Raj Wadhwani 🍁, ContactCenterWorld

- Published: December 14, 2022

How to Start a Business: The 12 Steps Founders Encounter on Their Entrepreneurial Journey

In the present times, any business whether it is new or an already established one needs a multi-tasking as well as flexible tool for best operations and productivity. As communication systems come in the first place, it is better to consider the best telecom systems in the primary stages of the business establishment.

Author: Vitel Global

- Published: December 9, 2022

Top Web App Development Strategies to Use for Small Businesses

Web Development Strategies to Consider. How to Develop a Web App?

Author: Mahipal Nehra, Decipher Zone Softwares

- Published: December 7, 2022

Contact Centres Impact Customer Loyalty: 5 Ways to Turn Agents into Brand Guardians

In these uncertain economic times, how do we nurture agents to secure revenue? Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. Magnus Geverts of Calabrio discusses what organisations can do to support their frontline staff.

Author: Magnus Geverts, Calabrio

- Published: November 23, 2022

How To Take Advantage Of CTI & SMS To Communicate With Your Customers

If you are looking to increase productivity and encourage customer engagement, CTI and SMS applications may be the solution you need. To learn how you can take advantage of CTI and SMS to communicate with your customers more effectively, continue reading.

Author: Elena , PhoneIQ

- Published: November 18, 2022

UK Consumers Say It’s Good to Talk but Are Contact Centres Really Listening?

Despite a rise in digital interactions, the phone call still holds a special place in consumer hearts. Graeme Meikle at Calabrio highlights 3 areas to make sure agents are speaking your customers’ language.

Author: Graeme Meikle, Calabrio

- Published: October 31, 2022

How To Optimize Front Line Staff Attrition Rate in China Outsourced Contact Center

New staff attrtion during new hire training period is so high (more than 50%) is one of the top challenge in China Contact Center, especially in outsourced center. The authors who come from China Unionpay customer service division have shared their practice on how to optimize the new hire attrition through 6 effective solutions

Author: Richard Pan, CNCBA 4PS

- Published: October 14, 2022

UK Energy Providers Inundated with Customer Calls Due to Price Hikes, Infinity Data Reveals

Infinity revealed that it has seen significant spikes in call volumes to utilities providers using its platform relating to energy price cap increases.

Author: Infinity CCS

- Published: October 12, 2022

Brand Engagement and the impact on Customer Experience

Customer experience greatly impacts your brand as customers are at the heart of any organisation. We know that CX encompasses every interaction your customers have with your brand.

Author: Roshan Sookdeo, CallForce

- Published: October 7, 2022

5 Principles of Good Customer Service

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. Magnus Geverts at Calabrio shares his essential guide to Good Customer Service.

Author: Magnus Geverts, Calabrio

- Published: September 14, 2022

Ensuring Customer & Agent Satisfaction

Customer Satisfaction (CSAT) scores are the biggest indicators of a successful customer support department.

Author: Rana Gujral, Behavioral Signal Technologies

- Published: August 1, 2022

Why There’s Never been a Better Time for Channel Partners to Offer Workforce Engagement Management Solutions

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud?

Author: Pippa Rhys, Calabrio

- Published: July 25, 2022

Five Ways to Connect With Employees in the World of Remote and Hybrid Work

Blend new technologies with tried and tested favourites to refresh your contact centre. Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agents.

Author: Magnus Geverts, Calabrio

- Published: July 22, 2022

Re-establishing Employee Connection

A stronger connection between leaders and our greatest asset, the people we employ, is critical in this new highly competitive world of business.

Author: Candice Roberts, CallForce

- Published: July 13, 2022

AssisTT Wins Three Gold Medals in Contact Center World Awards

Türk Telekom's customer experience subsidiary AssisTT’s domestic solutions for turnkey customer experience projects brought the company three gold medals in the “Top Ranking Performers Awards”, held in June 2022 by the Contact Center World

Author: AssisTT

- Published: June 20, 2022

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