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Blog: Contact Center Software

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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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Four Ways the Cloud is Transforming the Customer Experience

Many organizations have been won over by cloud computing's promise of cost-efficient, on-demand data resources. At the same time, the market is still growing, with organizational leaders...

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On the Path to Creative Disruption

Innovation is a key component to any organization’s growth; however, failure is intrinsic. According to Brian Solis, principal analyst at Altimeter Group, the root problem with many companies...

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On the Path to Super Associate Success

Behind every great contact center associate is an equally efficient knowledge base system, and vice versa. Therefore, as brands seek to cultivate an emerging breed of super associates, care...

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Simulated Learning Empowers Associates to Solve Complex Customer Calls

In the eyes of consumers, every call qualifies as complex—that’s the underlying reason for their query, after all. Each problem they encounter sparks confusion and frustration. To avoid...

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Three Reasons to Embrace the Cloud

The cloud landscape, including public clouds and SaaS platforms, is rapidly growing. Forrester Research forecasts the public cloud services market will reach $191 billion by 2020, up from $58...

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