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Category: Customer Experience

By Lori Etheridge
in Agent Engagement
on Mar 22, 2019

Transform Your Call Center into a Superhero

There’s something sinister seething through your call center. It’s keeping you from being the strategic superhero you’re meant to be....

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By Kurdeen Karim
in Contact Center RPA
on Feb 19, 2019

Intradiem’s Continuous Focus on IT Security

Digital transformation is here, and while it leads to increases in efficiency, productivity and revenue, it also poses potential risk...

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By Jennifer Lee
in Agent Engagement
on Dec 21, 2018

Ring in the Holidays with Real-time Automation

With the holidays in full swing, is your call center busier than ever? The chaos that ensues this time of...

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By Troy Meyers
in Best Practices / Metrics
on Nov 5, 2018

Five Tactics to Delivering Superior Tech Support

What if you could provide call center directors with one billion assistants at their fingertips? Real-time automation does just that....

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By Jennifer Lee
in Agent Engagement
on Oct 11, 2018

Customer Success: Cost Reduction with Automation

What would it mean to your center if you could improve first call resolution (FCR)? Or reduce overtime pay? For...

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By Adrienne Sallerson
in Agent Engagement
on Oct 3, 2018

How to Boost Agent Morale with Real-Time Automation

Your agents are crucial assets to your contact center. Serving and supporting your customers each and every day, they truly...

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By Jennifer Lee
in Customer Experience
on Sep 5, 2018

UK Utility: Weathering the Storm with Real-Time Automation

Mother Nature doesn’t adhere to WFM planning processes, and can unleash nasty storms with little warning or time to prepare....

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By Jennifer Lee
in Agent Engagement
on Jul 26, 2018

Customer Community Continues to Create New Value through Innovative Use Cases

In this edition of our Customer Use Case Story Round-up, we're looking at the innovative ways customers are achieving their...

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By Dave Thrailkill
in Customer Experience
on Nov 9, 2017

Holidays on the Horizon: Is Your Contact Center Prepared for the Chaotic Months Ahead?

Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer...

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By Melissa Kovacevic
in Best Practices / Metrics
on Nov 2, 2017

Are You Using Customer Feedback to Improve Processes?

Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is...

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