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    text analytics reveals actionable insights

    Actionable Insights from Contact Center Data: AI Text Analytics

    Spare time is not a luxury many companies have. Most contact centers are overwhelmed with work and can barely keep up with customer expectations, which arehigher than ever before...
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    enhancing cx through contact crm

    Call Center Customer Relationship Management and Customer Experience

    Today’s companies rely heavily on customer relationship management strategies to stay competitive...
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    scorecards enhance call quality assurance

    How to Use Agent Scorecards for Call Center Quality Assurance

    Customers have so many choices and can easily switch to another company, leaving businesses and...
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    quality management tools for centers

    25 Key Features of Call Center Quality Management Software

    Once you determine that you need call center quality assurance software for the success of your...
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    setting smart goals for call centers

    How to Set Call Center SMART Goals with Examples

    Highly engaged employees are 480% more committed to helping their company succeed. And companies...
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    implement an effective call center quality assurance program

    How to Implement an Effective Call Center Quality Assurance Program

    Every customer service contact center has the same message for callers: “For quality and training...
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    text analytics for call centers

    Text Analytics for Call Centers: A Rich Source of Customer Insight

    Customers expect better support than ever before—no matter the channel they use to contact you....
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    call center software case building

    How Managers Make Business Cases for Call Center Software

    As a savvy call center manager, you know how vital call center software is to your team’s success....
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    12 contact center tech trends

    12 Call Center Technology Trends to Follow This Year

    To keep pace with changing customer demands, call center technology is constantly evolving. The...
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    designing strong customer service scorecards

    How to Build a Great Customer Service Scorecard

    Nothing is more important than providing excellent customer service as a contact center. After all,
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