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Creating a collaborative contact center culture


The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

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


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. There are still many contact centers that put internal performance numbers ahead of customers’ needs. 2 Serve before you sell.


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Everything you need to get started as a WFH contact center agent


Being an at-home contact center agent can be incredibly rewarding: you get to help customers in meaningful ways, all while working from the comfort of your own home. Wireless headsets can suffer from interference from other wireless devices in the area.

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How to Improve Contact Center Optimization with Customer Journeys


The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Omnichannel Interaction Data is Siloed or Nonexistent.

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Contact Center Trends and Predictions 2018

CSM Magazine

Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and develop strategic plans to enhance customer experience. About the Author.

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How to provide an effortless customer experience


Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. Being reactive, not proactive – anticipating a problem before it becomes a crisis is the key to happier customers, lower customer effort and reduced contact center volumes.

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Q & A with Customer Experience Futurist Blake Morgan

Bill Quiseng

I started my career producing conferences, and then moved to building a social network and online magazine for contact centers. At this social network I had a podcast show, a blog, and I was an early thought leader on contact centers. She has worked with Intel, Verizon Wireless, and many more. Now I get it.