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Dec 22, 2021 | By LarryE
How to Empower and Increase Agent Engagement with AI

Technology Can Make the Workplace More Appealing and Interesting while Enhancing Performance. Many technologies can improve the overall agent experience, as always, starting with the basics has proven to be the best approach.  Foundational technologies include delivering (and continuously optimizing) context-sensitive prompting in your IVR, integrating your contact center with your CRM to facilitate the development of first-party data, and implementing and enhancing knowledge management systems to improve your self-service capabilities.

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Oct 27, 2021 | By LarryE
How to Understand Your Customers To Better Engage with Them

From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. They also expect to be treated in a highly personalized manner.

Oct 12, 2021 | By LarryE
Delivering Better Customer Experiences (CX)

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Sep 20, 2021 | By LarryE
Sep 3, 2021 | By LarryE
Unified Communications
Aug 30, 2021 | By Helen Billingham
Successfully scaling the peaks of customer service demand
Jul 29, 2021 | By LarryE
Mitigate Agent, Customer, Operational and Regulatory Risk
Jul 16, 2021 | By Helen Billingham
Your Questions Answered: Moving Your Contact Centre to the Cloud
Jul 7, 2021 | By LarryE
AI-Enabled Agent Assessment
Jul 2, 2021 | By Helen Billingham
Getting ready for clearing customer service with the cloud
Jul 1, 2021 | By Helen Billingham
The future of customer service for housing associations
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