• Contact center data volumes are expected to continue increasing through 2021 across channels like phone, email, chatbots, website, and social media • Data proliferation has enabled businesses to ...
Running a call center is about more than just answering phones. Every call, every second of talk time, and every interaction ...
According to a recent Wall Street Journal article, 74% of customers say they have experienced a product or service problem in the past year. That is up from 66% in 2020. This is one of the issues ...
In the call center, effective management of customer data and other sensitive information is par for the course, so data protection is critical. Unfortunately, traditional consumer browsers used to ...
Call centers should us customer feedback from surveys, analytics, and QA to create targeted training and development programs ...
Contact center management plays a critical role in any business that offers products or services. It involves overseeing customer communication and guiding service agents to resolve inquiries and ...
As the world becomes more digitized, businesses need to adapt quickly to meet customer needs in new and innovative ways. The mortgage industry is no exception. With customers demanding quick and ...
SALT LAKE CITY--(BUSINESS WIRE)--NICE inContact (Nasdaq: NICE) today announced the findings from its latest research study, detailing the experiences, opportunities, and challenges of contact center ...
While the term “AI” might conjure thoughts of automation replacing human roles in the call center, the reality is quite different. AI tools are designed to empower human agents, not replace them.
destinationCRM.com is dedicated to providing Customer Relationship Management product and service information in a timely manner to connect decision makers and CRM industry providers now and into the ...
Katherine Haan, MBA, is a Senior Staff Writer for Forbes Advisor and a former financial advisor turned international bestselling author and business coach. For more than a decade, she’s helped small ...
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