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What Contact Centers Can Do Now to Address Shifting Customer Behaviors Unprecedented times in 2020 have led to ongoing changes ...
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 ...
Speech Analytics tools allow companies to automatically screen calls that a call center might not otherwise be able to review ...
Many companies are using Conversational Analytics and other applications to gather data on every interaction between employees and customers. But ...
Over the last ten years, call center speech analysis has been catapulted into a future we did not expect. In ...
Customers tell companies all the time what they think about their products and services. In fact, they are often more ...
The cloud communications market is fast and everchanging. Recently, industry analyst Jon Arnold sat down with Noble Systems’ Karl Koster ...
Artificial intelligence (AI) and speech analytics (SA) are reshaping how humans interact with computer systems. While these revolutionary technologies have ...
In Part 1 of this two-part series on call center burnout we covered some of the warning signs of agent ...
Call centers are high-pressure, stressful environments. Agents are expected to deal with demanding customers, be knowledgeable about many products and ...
