From hiring suitable agents to setting the right goals, contact center performance management involves a lot of tasks and processes. And while life as a contact center manager can be hectic, you can ease the …
Insights and Guides
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Companies constantly have to find ways to streamline their business processes to keep up with changing market demands. One way to do this is by implementing smart Workforce Optimization (WFO) strategies. These strategies help improve …
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Voice authentication is an identity authentication technology that verifies a user based on their unique biometric characteristics. It’s secure, fast, and can be applied across several fields like mobile applications, IoT devices, and call centers. …
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With ever-changing customer needs and the advent of new technologies, companies are required to provide the best customer service possible. And the quickest way to do that is by using the right customer experience tools. …
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Looking for some effective team building exercises to bring your team together? As a former leadership trainer and coach, I have run several types of team building activities for teams of several sizes – with …
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Want to know how to create and use Zoom breakout rooms? With COVID-19, the way we live and work has changed rapidly. Taking our work out of the boardroom and into the living room means …
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An excellent customer experience is the key to any company’s success. It contributes to the firm’s customer loyalty, brand advocacy, and sustained growth. And this is just as true to enterprise customers as it’s to …
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Curious about the differences between customer service vs customer experience? Many organizations use the terms customer service and customer experience interchangeably. However, they don’t mean the same thing. From the point of activation to their …