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Blog: Contact Center Software

Recent Posts

Is a Cloud Contact Center Partner Right For You? Ask These 5 Questions to Find Out

The benefits of cloud migration and cloud-based tools—faster deployment times, cost savings, scalability, true omnichannel and more—are clear for many contact center leaders. What&rsquo...

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How to Modernize Employee Engagement in 3 Simple Steps

Organizations have realized the amazing benefits of providing customer-centric cultures that create moments of ‘wow’ for every step of the customer journey. But along the way, have we...

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Contact Center Leaders: Look Back to Look Forward

Customer Contact Week -- a conference focused on customer experience and customer care technology and trends -- recently celebrated its 20th anniversary in Las Vegas. So, how has the customer...

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Land Ho! The Ins and Outs of Nearshoring Explained

Offshoring operations to other countries has long been considered a solution to rising labor costs and an opportunity to free up internal resources. But before moving business processes to a...

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4 Ways to Turn Remote Workers Into Team Players

IBM may have made headlines for calling employees back to the office, but there are plenty of firms that still encourage remote work. In fact, 43 percent of employed Americans said they spent at...

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The Impact of Employment Reform on the Customer Experience

When I started in the customer care industry many years ago, the quality of the person hired and how they were trained was paramount. Today, that is truer than ever. When a customer reaches out and...

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How to Put Omnichannel Strategy Into Action for Healthcare

The healthcare industry is getting a long overdue digital makeover. Reacting to pressure from consumers’ heightened expectations of digital, omnichannel experiences, healthcare providers are...

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Five Ways That the Next-Generation Cloud Will Lift the Customer Experience

Most executives recognize the importance of differentiating the customer experience. Unfortunately, far too many companies are stymied by organizational silos, inflexible technologies, and other...

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Look at the Big Picture When Evaluating Cloud Contact Centers

I’m excited about the upcoming Enterprise Connect conference where I’ll be participating in a panel discussion that will explore the business case for moving an organization’s...

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Goodbye, Multichannel! Future Financial Relationships Require an Omnichannel Approach

Leaders often use the terms ‘multichannel’ and ‘omnichannel’ interchangeably, as if these two strategies define the same customer experience approach. However, as those...

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