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Blog

Featured Post

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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Displaying 10 of 34

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

EnghouseUC

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 7, 2021 | By LarryE

AI-Enabled Agent Assessment

Jul 1, 2021 | By Helen Billingham

The future of customer service for housing associations

Jun 11, 2021 | By LarryE

AI – Delivers The Benefits of a Complete Picture

May 28, 2021 | By LarryE

First-Party Data is Generated by your Contact Center

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