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Blog: Customer Care

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Labor shortages, digital transformation—oh my! Turn healthcare contact center challenges into opportunities

The healthcare contact center industry is undergoing rapid changes marked by a shift to digital channels, remote work adoption, and greater member needs and expectations. In a webinar hosted by...

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BPA vs. RPA vs. RDA, Oh My! Here are the Differences and Similarities

As brands strive to offer optimal employee experiences, which in turn lead to better customer experiences, automation is one of the most valuable weapons in their arsenal. When done well, business...

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Breaking down back-office barriers

Deliver better experiences–for employees and customers alike–through outsourcing Back-office services play an increasingly valuable role in an organization’s ability to deliver great customer...

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Your guide to the holiday season: 3 tips for retailers

It’s never too early to start preparing for the holiday season. And this year, retailers are scrambling to figure out what this year’s season may actually look like. In the wake of...

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Cloud vs. On-premise Contact Centers: 3 Critical Differences

There’s no denying the vital role contact centers play in brands’ ability to meet customer needs quickly and efficiently. When done well, centers offer seamless experiences by...

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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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3 Ways to Incorporate Wellness into Content Moderation for a Healthy Workforce

Social media enables people of various backgrounds, cultures, and communities to connect and share special life events. It has also become an uncertain ground for malicious content. Misinformation,...

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How to Reinvent the Citizen Experience: Turn COVID-19 Quick Fixes into Real Change

This guest article first appeared on Route Fifty When the COVID-19 pandemic hit, government agencies and organizations were forced to quickly innovate to meet a sudden rise in citizen inquiries and...

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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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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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