4 Ways to Improve Contact Center Operational Efficiency
Does your call center feel more like a burden than an asset?...
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What Customers Want and Expect from your Call Center
Certain commentators in the customer service space have been predicting the death...
How to Think about Chatbots in a Big Picture Kinda Way
How will technology change customer service? A common answer to this question...
8 Things About the Voice Channel We’re Tired of Hearing
Since the inception of the voice channel, businesses have faced and overcome...
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Chatbots Won’t Save Us from IVR Hell
The IVR experience (“press 1 for this… press 2 for that…”) has...
Avaya Did Good with their Spotlight Moment This Week
Avaya’s annual customer conference (“Avaya Engage”) just wrapped up and I believe...
3 Ways to Tell if Your Call-Back Strategy is Failing
Did you know that not all call-back solutions are created equally? If...
The Voice Channel: What Your Call Center Knows and Doesn’t Know
What we know: The voice channel is here to stay (Whether or...