New & Notable
Contact center management News
October 10, 2019
The new technology aims to enable flexibility in scheduling for contact center agents and to reduce managers' workloads in monitoring and requests handling.
October 07, 2019
The latest iOS update streamlines access for Apple Business Chat from any clickable phone number. Learn why business messaging is gaining popularity in the contact center space.
September 16, 2019
The new product includes features like auto-discovery and real-time alerting intended to enable contact center teams to test and discover network issues in a timely manner.
August 06, 2019
Twilio extends its customer communications platform to support MMS, SMS and WhatsApp chat, as well as to support ad campaigns for Facebook, Instagram and YouTube.
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What started as a call center phone bank has morphed into a multipurpose operation aided by AI. This guide explores the contact center as it evolves into a critical CX force. Continue Reading
Customers can become frustrated with chatbots, so it is important for contact centers to design AI that can recognize this and perform a timely handoff to live agents. Continue Reading
As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading
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AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact center. Continue Reading
Talkdesk customer Cognosante sees 50% cost savings after switching to the vendor's contact center software and, so far, has seen no interruptions in service. Continue Reading
Contact center call routing methods include next-available agent, skill-based and predictive; however, each strategy has pros and cons. Learn what is best for your business. Continue Reading
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Research shows several areas in which contact centers are failing their agents and what changes organizations are making to improve the experience and reduce turnover. Continue Reading
Nemertes research claims 75% of contact centers do some or all business in the cloud. As CX technology improves, businesses increasingly consider the benefits of cloud migration. Continue Reading
Quick Base launched an online university with the help of Skilljar to offer ongoing training, improving CX and increasing the likelihood of customer retention and loyalty. Continue Reading
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CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading
Jack Maina, group chief operations officer of Britam, talks about how the financial services group rebuilt the way it interacts with customers and partners using Liferay. Continue Reading
Call center agents must multitask like never before in this era of omnichannel service. How to increase efficiency with tech while relieving some of the load on the people. Continue Reading