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Blog: Contact Center Software

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Back office vs. front office: how to boost efficiency and productivity between both offices

An organization’s front and back office functions are fundamental to any great customer experience. That’s why it’s critical to keep both front and back office operations running...

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Stop at-home contact center fraud before it happens

Fraud has always been a damaging, costly part of doing business – and it’s only become a bigger problem for contact center operators as they grapple with a surge of calls amid the pandemic and con...

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Captive Center vs. Outsourcing: How to Pick the Right One for your Customer Service Needs

There’s no overstating the importance of having high-quality contact centers. These centers are often where customers interact with a brand more directly, and their experiences can bring...

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Introducing the Humanify® DEI+ BOT: Get Comfortable with the Uncomfortable

Diversity and inclusivity conversations are no longer taboo workplace topics. Given the social justice events and topics making headlines around the world, avoiding them is no longer an option. Yet...

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3 Critical Strategies for Retail Pharmacies During Vaccine Rollout

For millions in the U.S., community pharmacies are at the forefront of the nearly 330 million people seeking vaccinations and related services. The challenges are immense, patients need information...

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TTEC’s IL4 Authorization Adds Omnichannel Cloud Contact Center Strength to Department of Defense Projects

As part of our focus on helping public sector clients enable digital transformation and improve customer experiences, we’re pleased to announce that TTEC has significantly strengthened its...

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3 Ways Healthcare Can Successfully Manage Call Volume Surges

Life is complicated and rarely goes as planned and 2020 was no exception, especially for healthcare. COVID-19 triggered waves of individuals and families looking for help and answers, well beyond...

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Crash Course on Contact Center Analytics: Speech Analytics vs. Voice Analytics vs. Text Analytics

Most contact center leaders know analytics can unlock insightful clues for improving associate performance, making processes more efficient, and raising customer satisfaction levels. But with so...

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3 Ways Contact Centers Can Deliver on Digital Expectations

The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line of large volumes of people in need for support,...

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7 Strategies for Managing Vaccine Call Volume Surges

The COVID-19 vaccination rollout has been an incredible task. The heavy demand of logistics, supplies, and information has left healthcare organizations with the critical task of meeting large...

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