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“Now Hear This” (NHT) traditionally signals an important announcement that commands attention. This especially relates to the U.S. military where it is a nautical staple. But, as with many idioms, NHT has evolved beyond its original context—music … [Continue reading] about Now Hear This!
High Resolution Printing in San Diego is essential for businesses that seek to make a lasting impression. High resolution prints offer significantly clearer images and finer details compared to standard options, enabling effective communication of … [Continue reading] about High-Resolution Printing in San Diego | Quality You Can Trust
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
There is one question that has always driven my approach, both when I was in contact center leadership and now in my consulting practice. It is a provocative question, and I encourage you to ask yourself: If I were a customer calling my contact … [Continue reading] about Achieving Performance and Productivity Gold
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
