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How to Improve the Contact Center Experience in 5 Easy Steps

InMoment XI

A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming.

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Call Center optimization: Tools and best practices to increase performance

NobelBiz

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

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Social Media Study: Stress Hurts Call Center Employees and the Customer Experience

Uniphore

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. For press inquiries, contact Drew Pizzini at dpizzini@jacada.com.

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10 Ways the Best Call Centers Thrive in the New Normal

Uniphore

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

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Why Do Your Contact Center Agents Keep Quitting?

Speaker: Helena Chen, Director of Product Marketing & Marilyn Cassedy, VP of Customer Success

Combined with the Great Resignation and a candidate-driven market, it’s become a perfect storm for contact centers. To cope with the struggle of hiring and retaining agents, call center leaders are offering more pay, more employee perks, and more training. May 19th, 2022 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT

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What Is Call Center Life | How Poor EX Hurts CX

Uniphore

Call Center Life. Your Call Center Is a Glass House. You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? For contact center and customer experience leaders, the stakes have never been higher.

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Workforce Management for Call Centers: What You Need to Know

Playvox

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). But getting to this nirvana is no picnic.