Contact Center Adoption, Trends, and Challenges Survey

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The Power of Social Customer Service

The power of social media can never be questioned. Even if the post turns out to be fake, when it becomes viral, the person or company attached to it becomes … Continue reading The Power of Social Customer Service

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AI, Customer Care and Contact Centers: Their Relationships

Science-fiction movies often fascinate their viewers with the seeming technological fantasies that their plots use. They even seem to mirror the reality that happens in the world. Gone are the days … Continue reading AI, Customer Care and Contact Centers: Their Relationships

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Legacy Contact Centers: Who Among Them Will Win?

The saying “Big fish eats small fish” has been known to be true in the business world. Micro, small, and medium-sized businesses are at the risk of being overcome by … Continue reading Legacy Contact Centers: Who Among Them Will Win?

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Omnichannel Contact Center: The Future of Today’s Customer Service

Customers in today’s world want to communicate with contact centers through omnichannels. From phone calls, clients interact with agents through online chat and email. Customers want to contact through multi-channels … Continue reading Omnichannel Contact Center: The Future of Today’s Customer Service

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A Win-Win Option: Add Call-Back Option For Both Contact Center Agents and Customers

Contact centers are under great scrutiny when it comes to the services they provide. It is a reality that not all contact centers have the big budget to run the … Continue reading A Win-Win Option: Add Call-Back Option For Both Contact Center Agents and Customers

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