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Hyper Efficiency: The Next Frontier in Contact Center Operations Management

NobelBiz

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? Check our guide on what KPIs to follow if you want to have excellent customer service.

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20 predictions for customer experience in 2020

Qualtrics

Virtual assistants will become the primary channel of self-service, but your focus should be on mechanisms that can distinguish when your customer is confused – and based on that emotion, when they need to engage a live agent. The continued rise of the new contact center. Augmented reality will be at the heart of XM.