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Effective contact center analytics are vital to delivering efficient, high-quality customer service. However, customer service operations produce vast amounts of data. This covers everything from metrics on call length to more in-depth quality assessments of individual interactions...

How you treat the agents matters! Use the following six essential people skills steps to engage agents and make their daily work experience full of meaning and importance to the business.

Contact centre choices around technology need to reflect their specific needs. This is particularly true when it comes to the cloud.

In a fast-moving market, you don’t want to become locked into a CCaaS provider that falls short of your expectations. To reap the full benefits, you therefore need to choose the best CCaaS vendor to capitalize on the advantages offered.

Customer service is often vulnerable when enterprises look for places to make cuts. This may be because it’s often wrongly viewed as a cost center rather than a source of competitive advantage and revenues.

There is a growing momentum in the adoption of cloud-based Contact Centre as a Service  (CCaaS) solutions. However, at the same time, economic conditions are increasing pressure on contact center budgets.

Providing a high-quality agent experience benefits both contact center employees and the businesses they work for. Engaged agents provide better service to customers, are more productive and less likely to leave.

Harnessing speech automation enables organizations to increase convenience for customers, improve service levels, and boost efficiency.

In a fast-moving world, companies need to embrace proactive customer service to effectively address consumer needs. They must value customer time, minimize effort and deliver service seamlessly.

Customers, more than ever, expect an omnichannel experience. They want the convenience of being able to move seamlessly between different digital and human channels.