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Contact Center COVID-19

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Welcome to our special group covering news, articles and more about COVID-19, pandemics and working from home.
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BenchmarkPortal’s one-of-a-kind agent experience survey, sponsored by eGain, reveals that contact center agents continue to get hamstrung in the post-pandemic era by lack of knowledge-based guidance Read More...
June 24, 2022
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 Read More...
June 20, 2022
With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling. Read More...
May 11, 2022
Clickatell, CPaaS and Chat Commerce provider, launches its latest Chat Commerce Trends Report, revealing 99% of customer service executives recognize benefits to using chat with customers to bolster customer experience and drive revenue and growth fo... Read More...
April 4, 2022
SQM has conducted Csat and Esat benchmark research with call centers to understand what companies think about WFH post-COVID-19. Read More...
April 1, 2022
60% of UK home water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to new research Read More...
March 30, 2022
Results of research commissioned with Cavell Group, leading global service provider market intelligence firm, point to continued upheaval for service providers
Read More...

March 11, 2022
Extreme Customer Service is a 5-step process recommended for your critical situation, either external or internal. What is your plan for managing during extreme times – all while maintaining the highest level of customer service delivery? This proces... Read More...
February 14, 2022
Cresta's 'Reducing Ramp Time & Agent Attrition In Contact Centers' report reveals how real-time coaching and agent progression monitoring are effective practices that help with agent ramp time, retention, and job satisfaction Read More...
February 11, 2022
Cirrus research reveals positive frontline attitudes to new technology in the contact centre. The overwhelming majority (94%) of contact centre agents say artificial intelligence will support them in their role, despite the perceived threat to jobs. Read More...
January 28, 2022
Innovaccer offers a ready-to-deploy solution that provides operational analytics, actionable insights, and clinically contextual patient engagement to help hospitals manage capacity, optimize operations, and improve care experiences and outcomes. Read More...
January 17, 2022 11:15 AM
Shouldn’t Quality scores and CSAT be closely tied together? Well, that’s not normally the case. And here’s why. Read More...
January 11, 2022
80% of Americans believe they currently have the freedom to work from anywhere but only 12% believe they will have the same freedom in 2022 Read More...
December 27, 2021
The consequences of the pandemic have affected business and markets all over the world, and at the same, it has reshaped business and outsourcing trends. Read More...
December 8, 2021
Creating a virtual call center allows you to organize a system that seems to the client to be "virtually centralized," but is actually made up of geographically distributed teams. In other words, it's a chance to maximize your processing capacity and... Read More...
November 19, 2021

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Group Contacts

Jennifer Stefanie Nugraha PT. Bank Negara Indonesia
Isnatul Janah Bank Negara Indonesia
Raj Wadhwani ContactCenterWorld
(Verified Admin)
Elif Diplen ContactCenterWorld
(Verified Admin)
Esteban Creasey ContactCenterWorld
(Verified Admin)
Frankie Jonson SAB Group Indonesia
Dr. Azhagu Madhavan Dr. S. Azhagu Madhavan A. V. V. M. Sri Pushpam College
Marisa Bartlett Cielo Mobile
(Verified Admin)
Emily McCue Alterra Mountain Company
Dani Phelps Henry Ford Health Systems
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