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Using Omnichannel Contact Center to Drive Customer Satisfaction

InMoment XI

Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers. The future of the contact center lies in the omnichannel contact center.

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Should Contact Center Leaders Create a Customer Journey Map?

Seaton CX

Before you invest in creating a customer journey map, there are a few questions you should ask yourself. Contact center leaders are under a lot of pressure. What is a Customer Journey Map? It’s not a process map, which would show the company’s perspective and document the activities and decisions of employees and systems.

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5 Proven Ways to Make your Contact Center RPA Successful

TechSee

One area with tremendous potential for benefit is when enterprises implement contact center RPA. RPA in Contact Centers. A standard contact center is chock full of repetitive and dull tasks that are definitely necessary but rarely require a human level of decision making.

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New Ways to Think About Contact Center Quality Monitoring

NICE inContact

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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Contact Center Wrap-Up—Where the Rubber Meets the Road

Quadient

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customer experience (CX) is the new marketing battleground. So, if customer experience is the new battleground, then the contact center is out front leading the charge. Quadient is a global leader in the document management industry.

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ECSI Increases Customer Satisfaction by 13%

NICE inContact

ECSI provides university and college student loan departments turnkey servicing programs that include payment processing, customer service for student borrowers and end-of-year tax documents. In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats.