Shifting your contact center to Work from Home as part of your business continuity plan
A call center business continuity plan must allow agents to work from home while maintaining customer service excellence - here's how to build one.
Contact Center Innovation
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The Tribal Knowledge Base – Sharing the Wisdom in Customer Service
A tribal knowledge base preserves the wisdom of a company's most experienced personnel - discover why it needs to be visual.
Visually Enhancing Agent Experience Creates Better CX
Agent experience is intrinsically linked to quality customer service. Discover why visual desktop tools are key to enhancing agent engagement and CX.
Call Center Automation Depends on Collaborative AI
With customers choosing self-service for simple issues, agents need AI-powered call center automation to handle more complex interactions.
Successful Call Center Agents Share This Personality Type
Successful call center agents offer customers more than a friendly ear; they take control of every situation because they share one personality type.
Why Your Contact Center Knowledge Base Needs to be Visual
The last thing customers want is to hold while an agent finds the right information. That's where the visual contact center knowledge base comes in.
Halloween Horrors: Monsters that Cause Call Center Attrition
This Halloween, take on the contact center monsters that terrify your agents and lead directly to attrition.
Next Issue Avoidance – How contact centers can preempt follow-up calls
Next Issue Avoidance is a key element of low-effort customer service - here's how to preempt follow-up calls to deliver exceptional experience.
Creating a collaborative contact center culture
Creating a collaborative contact center culture is the key to improved agent performance and superior service delivery - here's what you need to know.
The Contact Center of the Future in the Distributed Workforce Era
The contact center industry is changing, as AI and cloud technologies create new possibilities for remote working and big savings for enterprises.
