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WFM is a powerful driver of extraordinary customer experience and service level attainment. Fine-tuned WFM forecasting and scheduling is how ...
Three main factors are driving digital transformation in the financial services sector – smart devices that are enabling an interconnected ...
What is Cloud IVR? The term "Cloud IVR" refers to the availability of IVR functionality via a Service platform. With ...
Text-to-speech (TTS) technology is a form of speech synthesis. It converts text-based information into verbal output that closely resembles a ...
How well are your customers being served by your call center service and support center? Are your agents delivering the ...
Digital transformation is one of the hottest topics among CIOs of companies that have mandated improving the customer experience as ...
Agent attrition is an epidemic that contact center leaders have unsuccessfully tried to remedy for years. To solve outbreaks caused ...
Successful relationships between businesses and customers are built on communication and understanding. The language of persuasion, satisfaction, or resolution has ...
Many of the call center trends of 2019 indicate a “back to basics” approach with an emphasis on the ultimate ...
What is the real difference between your top call center reps and bottom reps? Technically speaking it is your ...
Regardless of the call center activity, whether it is Sales, Collections or Support, revenue is vital. However, that is only ...
