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September 29, 2020

Defining WFO. (Hint – It’s Not Just About Workforce Management)

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with ...

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June 26, 2020

Cloud Based IVR Offers Contact Centers a Solution to Improve Customer Service

What is Cloud IVR?  The term "Cloud IVR" refers to the availability of IVR functionality via a Service platform. With ...

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October 17, 2019

Flawless Brand Experience Throughout the Customer Journey

Knowing when, where and how your customers expect to interact with your brand is a requisite of providing a flawless ...

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July 23, 2019

5 Simple Ways to Modernize Your Interactive Voice Response

In this age of digital transformation which has seen a proliferation of self-service options, many people prefer to get answers ...

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July 15, 2019

Artificial Intelligence in Customer Service

Digital transformation is one of the hottest topics among CIOs of companies that have mandated improving the customer experience as ...

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June 27, 2019

Essentials of Cloud Contact Center Software

In a previous blog, we outlined the advantages of moving a customer experience platform to the cloud. If you've decided ...

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February 21, 2019

Call Center Technology Trends in 2019 – part 2, effortless & transformative

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” ...