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Category: Workforce Infrastructure

By Jennifer Lee
in Blog
on Apr 29, 2021

Contact Center 2.0: A Better Normal

Is it safe to go back to the office now? Should we go back? Do we need to? There are...

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By Jennifer Lee
in Best Practices / Metrics
on Feb 17, 2021

Do You Even Know What is Happening in Your Back Office?

Consumers may not realize this, but many of the most important tasks required to provide a great customer experience (such...

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By Melissa Kovacevic
in Best Practices / Metrics
on Mar 20, 2019

Spring Cleaning Time for Call Centers

Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in...

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By Anise Mastin
in Agent Engagement
on Dec 3, 2018

One Billion Actions Transforms Global Call Centers

Imagine one billion virtual assistants optimizing productivity and performance. Working seamlessly in the background, these assistants are transforming operations from...

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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 Cost Take Out
on Sep 10, 2018

WFM Tips Featuring Maxene Squire [Webinar Preview]

Are you facing complex challenges in the contact center? Are you feeling the pressure to reduce costs while improving the...

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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 Kyle Antcliff
in Best Practices / Metrics
on Sep 29, 2017

Call Center Cost Reduction: Automation Outranks Alternatives

Balancing the need to keep costs low and keeping customers happy is tough. But, Workforce Management (WFM) and contact center...

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By Melissa Kovacevic
in Best Practices / Metrics
on Sep 14, 2017

Banking on Loyalty

Welcome Financial Institution Pros! Today’s post is especially for you. In the midst of increasing usage of mobile banking and...

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By Melissa Kovacevic
in Agent Engagement
on Aug 31, 2017

Are You Showing Sincere Agent Appreciation?

We train our agents to thank our customers and show appreciation for their business.  We coach to ensure that they...

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