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Making Your Contact Center Adaptive: Advanced Management Techniques for Quickly- Changing Customer Expectations

Storyminers

What’s the most important thing contact center managers should prepare for in 2017? At most contact centers, there will be several waves of change within the 2017 calendar year. The answer to this question is the same as it was in 2016 and will be the same as in 2018. #1 Check out Tulip as one example.

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Guest Post: Springtime Renewal in the Contact Center

Calabrio

And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. We presented our subjects with an extensive list of potential contact center issues for 2016 and asked them to choose all that they felt applied to them.

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Are Your Contact Center Agents Empowered to Provide Great Customer Service?

NICE inContact

When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?

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Growing Your Contact Center Culture

NICE inContact

While there are a few examples of great culture in the contact center world, there are just as many or more examples of notoriously bad company cultures. Most contact centers fall somewhere in the middle ground. As a contact center leader, where do you start that process? Till Your Land.

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51 New Contact Center RFP Questions

BlueOcean

One of our most popular blog posts is 52 Contact Center RFP Questions to Ask Vendors. Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of 51 contact center RFP questions to help you ensure you’re making the most informed decision. Need some insight? Company Overview.

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How Top Performing Contact Centers Will Own 2017

Storyminers

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. What’s the most important thing contact center managers should prepare for in 2017? Check out Tulip as one example.

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3 Practical Ways AI in the Contact Center Gets Real

Comm100

Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience.