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Contact centers face a range of issues today. And with customer demands evolving as fast as new technologies, it’s safe to say there is no “silver bullet” for managers that will solve every problem or keep their business ahead of fast-moving changes. … [Continue reading] about Mastering Outbound Contact Center Management
Why FCR should be supplemented by active contact resolution. … [Continue reading] about Mother, FCR, and ACR
In the contact center, efficiency is everything. Customers are always in need of support, and there’s a constant flow of inquiries to be answered. Outstanding customer experience (CX) starts with the most important aspect of a contact center: human … [Continue reading] about Which “MetriCX” Matter?
The role of artificial intelligence (AI) in contact centers is rapidly evolving, transitioning from theoretical concepts to practical applications delivering real business value and generating strong business outcomes, now. Its growing importance in … [Continue reading] about Supercharging Agent Productivity
Contact center representatives shape an organization’s reputation in today’s contemporary business world. They represent the brand through millions of interactions and can influence the customer experience (CX). The stakes are high, and agents must … [Continue reading] about Excellent Wellbeing for Exceptional CX
Data and analytics have become pivotal in driving efficiency, improving customer satisfaction, and ensuring operational excellence in the contact center industry. The integration of artificial intelligence (AI) has further revolutionized how contact … [Continue reading] about Harnessing the Power of Data and Analytics
Managing a call center is no easy feat. Budgets shrink, performance metrics grow, and every second on the clock matters. If your team doesn’t have a handle on time utilization, which refers to how agents use their time during a shift, you might be … [Continue reading] about The Hidden Power of Time
Recently I listened to a CEO address the entire company about their firm’s growth emphasizing the transformative power of sharing knowledge. “Innovation isn’t just about solitary genius,” he said. “It’s about the synergy that comes from working … [Continue reading] about The Power of Cross-Industry Benchmarking
Maintaining high levels of employee engagement is crucial in the high-pressure world of call and contact centers. Engaged agents are more productive and more likely to provide exceptional customer service, directly impacting your brand’s reputation. … [Continue reading] about Ensuring Employee Engagement
Managing Agent Quality Issues Table of Contents, February 2025FEATURE ARTICLEManaging Agent Quality IssuesBy Brendan Read; Q&A with Expert PanelHow agents can provide excellent CX in these anxious times.SPONSOR SPOTLIGHT – REGAL A No-BS … [Continue reading] about Contact Center Pipeline Magazine February 2025
