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It’s time to be completely honest. How would your hard earned reputation be affected if you were no longer able to provide service and support to your customers? What do/ would you do if a disaster strikes and your contact

Posted in Contact Center, Customer Service

From videoconferencing to text to social media and beyond, innovations in communications technology are promoting efficiency and productivity within businesses. The benefits of workers connecting on the go and across a number of channels can make a big impact on

Posted in Contact Center, Customer Service, Unified Communications

Today’s companies are faced with a new reality. The “Connected Consumer” is no longer an abstract concept but a driving force. Although most companies have accepted this new reality, how many are really walking the walk? Consumers continue to reward

Posted in Contact Center, Customer Service, New Way To Work, Technology

With competition at an all-time high, many organizations are having to turn to customer service as a way to differentiate themselves from their competition. Bad customer service is amplified when disgruntled customers start voicing their dissatisfaction and frustration through social

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Posted in Team Working

The walls of the traditional brick-and-mortar contact center are crumbling as contact center managers are forced to expand their agent hiring pool in order to find the skills they need to complete their customer service strategy. Luckily, contact center technology

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Posted in Team Working

The primary challenges associated with outdated call center technologies are: the costs (both of maintenance and ultimately replacement) the inability to improve the customer experience the loss of productivity Cost Without a clear upgrade path, the likelihood of an obsolete

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Posted in Archive