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How Contact Center Optimization Can Improve Your Bottom Line

InMoment XI

As you look to improve your business, consider contact center optimization. What is Contact Center Optimization? Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center.

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A Deep Dive into Conversational Intelligence

InMoment XI

More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations. The goal of conversation intelligence is to enhance communication, improve collaboration, and extract valuable information from interactions.

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Navigating Generational Differences in the Contact Center Workforce

BlueOcean

What makes a great contact center agent isn’t as easy to define as you might expect. There’s another layer to be considered as well: generational differences in the contact center workforce. What balance will achieve the highest level of contact center performance across this generational divide?

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Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

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Seeing is believing: Why contact centers must embark on the journey towards Visual Transformation

TechSee

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. Vision: A key element for transforming contact centers . Creating a visual interaction between an agent and a customer in need of assistance is the fastest path to success.

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Contact Center Fraud: A Guide to Identification and Prevention

CSM Magazine

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

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Top Customer Care Trends to Consider as You Plan for the New Year

BlueOcean

What new trends and technologies are on their mind? And many businesses feel pressure to predict the where, when, and how of their customer interactions. While there is an opportunity to win back their favor with excellent customer service, it’s better to prevent this interaction altogether.”