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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 …

Service agents or sales reps are the driving force behind a call center’s success. Unfortunately, the call center industry is known to face a higher employee turnover than most other industries.  A high call center …

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.  …

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.   …

Most contact centers leverage a cloud solution to provide better customer support, boost agent productivity, and optimize workflows. A cloud contact center empowers agents with cutting-edge software solutions and automation. They have a virtual setup …

Customer support agents may have to handle an overwhelming number of tickets every day, which can lead to productivity issues, employee dissatisfaction, and burnout.  Fortunately, you can help the situation by introducing tools like an …

When it comes to customer service, having just one poor experience from your call center can chase your customers away. That’s why it’s crucial to provide nothing but exceptional service to your customers.  Fortunately, implementing …

For smooth call center operations, it’s essential to have an adequate number of frontline staff working at any given time. After all, having excess agents could lead to resource wastage, while agent shortage could result …