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The Supreme Court’s Facebook v. Duguid decision (released April 1, 2021) has generated a rash of predictions pointing towards a ...
Last week’s Supreme Court decision in Facebook v. Duguid appears to be a complete victory for the call center industry ...
The Supreme Court issued its Facebook v. Duguid Ruling this morning. The case involved the proper interpretation of the TCPA’s ...
For many healthcare organizations, the call center is a patient’s first point of contact. Whether fielding inquiries, resolving issues, scheduling ...
The demands on small and mid-size business (SMB) teams are different from those at larger organizations. From sales and marketing ...
Patients have been seeking a broader range of services and more personalized relationships with healthcare providers for some time. Many ...
What Contact Centers Can Do Now to Address Shifting Customer Behaviors Unprecedented times in 2020 have led to ongoing changes ...
5 Customer Behavior Trends That Are Here to Stay As we discussed in part 1 of this blog series, there ...
Changing Customer Behaviors Will Impact Contact Centers in 2021 The current economic climate along with the continuing impact of the ...
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 and Telesales call centers can fulfill a variety of needs beyond simply selling, and they can provide ...
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 ...
Collection contact centers continue to face a number of ongoing challenges including increasing global competition, changing channel preferences, and evolving ...
Today’s market offers a number of challenges to collection organizations, whether they are first-party collections departments or lenders, third-party agencies, ...
Speech Analytics tools allow companies to automatically screen calls that a call center might not otherwise be able to review ...
What is Cloud IVR? The term "Cloud IVR" refers to the availability of IVR functionality via a Service platform. With ...
Many companies are using Conversational Analytics and other applications to gather data on every interaction between employees and customers. But ...
Once you have determined that you need a better contact center solution, and what kind of solution and the most ...
Peter Drucker (legendary management consultant) is credited with saying “culture eats strategy for breakfast.” This quote has been widely used ...
For many companies, the role of the contact center in keeping clients happy is increasing, and improving operational efficiency and ...
The FCC recently issued their proposed call authentication rules for comment, which are based on STIR/SHAKEN as mandated in the ...
What is Text to Speech? Text-to-speech (TTS) technology is a form of speech synthesis. It converts text-based information into verbal ...
A call center software suite automates and standardizes the process of receiving and responding to customer contacts. It's more than ...
The coronavirus has resulted in a global crisis affecting millions of people. It is also having a dire effect on ...
Since its inception almost 20 years ago, Contact Center as a Service (CCaaS) was primarily tailored for Small-to-Medium Businesses (SMBs), ...
What Is IVR (Interactive Voice Response)? Some people new to the contact center industry might ask you to how to ...
Noble Systems has been providing outbound dialer software and solutions for more than 30 years. Our founder and CEO, Jim ...
Contact centers, like businesses in all industries, are making every effort to keep employees safe without disrupting customer care during ...
As you’re aware, the Coronavirus and how it’s affecting our lives is an ever-changing situation. It is a challenging time ...
How do you train the ideal employee in a high-turnover environment? Training employees well and managing turnover is especially important ...
Contact center operations have seen a lot of technological advancements since the invention of IVR, but none as drastic as ...
