What Is
Who Owns CX?
Customer experience is the new frontier –– while this concept has been shopped around for a few years, it really captured business minds in 2017. Influencers and marketing blogs alike are all over this topic, giving tips on how to enhance Customer Experience and theories on how CX “works”. Beyond the buzz CX has … Continued
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Essential Technologies in Call Center Workforce Management
Improved agent efficiency and productivity turn call centers from a cost into a profit. The two qualities can also create a competitive advantage, which is key priority for growing organizations. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of … Continued
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How to Boost Sales Team Morale Before Year-End
It’s crunch time! Barely a month before the year ends, the pressure is on to reach targets and make quotas. Morale naturally dips, especially for team members lagging behind. And, as manager, this is not what you want. Morale is a crucial differentiator when it comes to successful organizations. In fact, according to a Marketing … Continued
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Understanding the GDPR: General Data Protection Regulation
The GDPR–or General Data Protection Regulation–is a regulation passed by the European Union on April 27, 2016, with an effective start date of May 25, 2018. Officially classified as regulation 2016/679, the GDPR expands upon and replaces the Data Protection Directive 95/46/EC of 1995. It serves as the EU’s effort to synchronize and harmonize laws on citizen and resident … Continued
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Leveraging Data Lakes
What is a Data Lake? On the early days of modern computation, computers of the 1950s, 60s, and 70s would collect data from physical repositories (cards, keyboard input and tapes) and deal with it in memory, meaning a virtual environment. In the late 1970s, computers started to cluster data for processing within worksheet alike structures, … Continued
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Optimizing Call Center Customer Support for Increased Revenue
Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Many customer service departments are actively implementing … Continued
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Is Your Sales Data Causing Inaccurate Forecasting?
By definition, forecasting is inexact. It is a data-focused assessment of possibilities; and yes, there is a lot of guesswork involved. The ideal is to minimize the guesswork through the systems and strategies you implement – as well as the accuracy of the data you use. If your sales data is causing inaccurate forecasting, then … Continued
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Tenfold Talks: Contact Center Metrics and Leadership with Nate Brown
Customer experience and service expert, Nate Brown, sat down with us to discuss some hot topics in the contact center industry. Nate is quickly becoming a household name in the customer service realm as a recognized top thought leader by both ICMI and HDI. He currently serves as the Director of Customer Experience at UL and founded the popular service … Continued
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How External Companies Can Create and Manage an Optimal IT System
Today’s IT services sector is truly a global affair, working with SMEs and large enterprises all over the world to adopt new modes of automation and technology, optimize current business practices, and create new opportunities. In this current cloud-based, mobile era, infrastructure is converging and being managed through services, which means a whole new level of … Continued
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What Is Session Initiation Protocol and How Does It Work?
Voiceover Internet Protocol, or better known as VoIP phone systems, has been a revolutionary introduction to contact centers in ensuring the prevalence of efficiency within the frontline of operations. VoIP companies have, in recent times, grown at a consistent rate of 15.7%, and are seen to continue increasing in years to come. The success of … Continued
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