Nov 11
Two Reasons Online Engagement Matters – Part One
The reputation of a business was once reliant on word of mouth. Today, businesses need to engage with their customers online.
Nov 04
Three Ways Artificial Intelligence Can Improve Customer Service
In the past, contact centers relied on human capital to handle service interactions. To streamline operations, they have invested in AI.
Oct 21
Four Features Essential for High-Urgency Customer Service
When responding to high-urgency customer service needs, what are the key factors that a support organization should consider?
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Sep
30
Enabling Detailed Business Insight with Disposition Codes
Reports can specify the What of each interaction, but disposition codes can label each contact center interaction to readily reveal the Why.
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Sep
23
Four Key Legal Requirements to Meet When Using Automated Dialers
Automated dialers are a powerful tool for businesses. Here are four important requirements businesses should know before using a dialer.
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Sep
20
Providing Business Continuity for Contact Centers – Part Two
Modern CCaaS solutions can enhance business continuity over on-premise systems, but some limitations remain that businesses should consider.
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Sep
16
Two Ways Businesses Can Reduce Their Abandoned Calls
Customers are quick to abandon calls when they are on hold. Call deflection can prevent customers from hanging up and leaving a business.
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Sep
03
Monetizing The Slice
Omdia’s Nicole McCormick, Senior Principal Analyst, hosted an educational and thought-provoking webinar on “5G Monetization of the Slice” with panelists Dereck Quinlan, VP of North Asia and ANZ Sales from Mavenir, and Angela Logothetis, CTO from Amdocs Open Networks.
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Sep
02
Providing Business Continuity for Contact Centers – Part One
Several factors can prevent customer service representatives from reaching the office. Businesses need solutions for business continuity.
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Aug
19
Increasing the Speed of Customer Service Interactions – Part One
Anything that makes customer service interactions take longer has an impact on customer satisfaction and business revenue.
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