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Some of the most persistent complaints of customers that call into contact centers to ask a question or receive other ...
In the “Experience Economy” customers seek experiences over products and services. It’s not surprising that customer experience (CX) has become ...
What is an energy vampire? According to Judith Orloff, MD, University of California Los Angeles Psychiatric Clinical Faculty, it is ...
An automated call distribution system, commonly known as automatic call distributor (ACD), is a telephony device that answers incoming calls and ...
WFM is a powerful driver of extraordinary customer experience and service level attainment. Fine-tuned WFM forecasting and scheduling is how ...
If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with ...
Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is ...
COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. The good ...
Telemarketing call centers can fulfill a variety of needs beyond simply selling, and they can provide both outbound telemarketing services ...
Banking and other financial services firms are continually challenged to train, motivate and retain employees in order to deliver consistent, ...
Three main factors are driving digital transformation in the financial services sector – smart devices that are enabling an interconnected ...
Debt recovery is big business with one in three Americans having past-due payments in collections totaling trillions of dollars for ...
