crm

Increase Contact Center Efficiency with CRM Integrations

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Efficiency. It’s a buzzword that has been around a long time in the business world. We are constantly asked to do more and increase efficiency. There is no department where this is more true than in the contact center, and one way to increase efficiency is with integrations. The customer experience can be improved upon […]

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interactions

The Customer Experience Revolution is Happening – Don’t Miss Out!

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If you weren’t able to get to Interactions 2018 in Orlando in May, OK, we admit it—you missed a pretty great conference. The customer experience revolution, folks, is on! Conference participants enjoyed terrific keynote speakers and learned from thoughtful and insightful presentations and workshops. Not to mention the in-depth, interactive sessions that were part of […]

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cloud

5 Ways to Optimize and Enhance your Contact Center with Cloud Technology

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It’s no secret that quality customer interactions are the foundation of customer experience and investing in customer experience technologies is a priority for companies to win, support, and retain customers. As the digital landscape continues to evolve, businesses in all sectors face the challenge of adapting their strategy to stay competitive, and adjusting their infrastructures […]

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contact center

2018 Contact Center Summer Reading List

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Summer brings longer and hotter days, and for me it’s usually a time I like to catch up on my reading. I’ve compiled a few articles below that could help you stay on top of the hot contact center trends, but from the comfort of your air conditioning. Cloudy to Clear – Are you getting […]

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customer experience grand slam

Hitting a Customer Experience (CX) Grand Slam

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I was privileged to be the third at bat as part of a NICE inContact webinar series this month. My title and batting order reference are taken from the theme of the series, how to turn-around a slump in customer experience ratings. As a native New Yorker, and die-hard Yankees fan, I also had the […]

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customer experience

Don’t Lose Customers to a Bad Contact Center Experience

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79% of consumers indicate that they will leave you if you provide them just one bad customer experience. Consumers not only demand the best from your product or service, but they demand the best from your people, and your systems. There isn’t much room for error, and a lot is at stake! So, what constitutes […]

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hoveround

Hoveround Successfully Navigates Customer Service – Increases Lead Conversion 116%

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You may be familiar with the Hoveround name, even if you haven’t used it products. That’s because Hoveround is the largest direct-to-consumer manufacturer of power wheelchairs in the U.S., and its mission is a powerful one: The 25-year-old company is dedicated to improving and enriching lives through improved mobility. But Hoveround’s contact center, which plays […]

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success

Journey to Contact Center Success

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As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems. Achieve your vision, view the path to possibility within your contact center in this video.

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