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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.

Oct 1, 2021 | By Helen Billingham
Why agility is now at the heart of customer service success

Over the past 20 years customer service strategy and management has transformed. When contact centres were first established, they were treated as a cost centre. That meant the primary strategic aim was to run them as efficiently as possible.

Sep 20, 2021 | By LarryE
Sep 3, 2021 | By LarryE
Unified Communications
Jul 30, 2021 | By Helen Billingham
Understanding The Factors Driving Channel Choice In Customer Service
Jul 29, 2021 | By LarryE
Mitigate Agent, Customer, Operational and Regulatory Risk
Jul 23, 2021 | By Helen Billingham
Why Managing Customer Emotions Is Even More Important Than You Think
Jul 7, 2021 | By LarryE
AI-Enabled Agent Assessment
Jul 2, 2021 | By Helen Billingham
Getting ready for clearing customer service with the cloud
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