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    2. Posts tagged: Technology

    Three Ways to Boost ROI from Tech Investment

    Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations.…

    July 29, 2020
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    • Three Ways to Boost ROI from Tech Investment
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    The Secrets To Technology Success

    TOO OFTEN TODAY, THE PURSUIT OF TECHNOLOGY IS DRIVEN BY SPEED AND CONSTRAINED BY RESOURCES—IN-HOUSE AND ON THE VENDOR SIDE.…

    October 11, 2015
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    • The Secrets To Technology Success
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    It’s About Time: Overcoming Resource Constraints To Deliver Technology Value

    Maxed out. That’s how we find many contact center leaders and their IT counterparts. Too much to do, not enough…

    February 26, 2015
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    • It’s About Time: Overcoming Resource Constraints To Deliver Technology Value
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    Leveraging Technology To Optimize Continuity And Recovery

    Ever have a nagging feeling that your center is more vulnerable than you’d like to admit? Odds are, creating or…

    December 3, 2014
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    • Leveraging Technology To Optimize Continuity And Recovery
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    Technology Sourcing Decisions In A Complex Market

    The contact center technology market has become increasingly diverse and complex. With many sourcing options (premise, hosted, cloud, managed services),…

    December 3, 2014
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    • Technology Sourcing Decisions In A Complex Market
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    Embracing Mobile Chat

    It’s no surprise to business leaders that mobile is increasingly the device of choice for consumers—though many have not anticipated…

    May 6, 2013
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    The Chicken and the Egg: How IT and the Contact Center Succeed Together

      In 20 years of consulting and hundreds of projects, I have seen some typical scenarios play out in client…

    March 19, 2013
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    • The Chicken and the Egg: How IT and the Contact Center Succeed Together
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    Guidelines for a Pain-Free Technology Deployment

    You have just survived the contract engagement process with your vendor. Sometimes that process can takes months to complete. Now…

    March 19, 2013
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    Real Time Is the Real Deal

    I don’t like the sound of 2013. It has an ominous ring to it. When good things happen, they rarely…

    March 19, 2013
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    Achieve Contact Center Goals through Strategic Synergy and Realism

      Technology is the great enabler for contact centers to achieve their operational goals for service effectiveness and efficiency. So…

    March 19, 2013
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    Simplexify Your Life

    I just got a new mobile phone. It’s a Samsung Galaxy S III, which is supposed to be stateof- the-art…

    March 19, 2013
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    Optimize the Agent Desktop

    Desktop complexity is a primary driver of inefficiency in contact centers of all sizes. Product silos with disconnected development and…

    September 10, 2012
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    Today’s Tools Take QA to the Next Level

    Everybody wants to provide quality customer interactions. The good news: The technology to enable basic quality assessment is affordable with…

    September 9, 2012
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    • Today’s Tools Take QA to the Next Level
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    Adding Value with Live Chat

    As consumer preference for using live chat continues to grow, so, too, are the number of contact centers that are…

    September 9, 2012
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    Advancing Technology in Contact Centres- a Mixed Blessing for Customer Care in the Middle East?

    Customer care is constantly reinventing itself as a result of advances in technology. Interactive Voice Response (IVR) technology and directed…

    September 9, 2012
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    • Advancing Technology in Contact Centres- a Mixed Blessing for Customer Care in the Middle East?
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    Turn Speech Analytics into Action

    It’s easy to get excited about the promise of . The ability to gain insight into customer interactions and potentially…

    September 9, 2012
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    How to Get the Most Out of Live Chat

    We live in a vastly different consumer world today than we did just a decade ago. The continuing rise of…

    September 6, 2012
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    Contact Center Technology Testing

    Imagine that you’ve finally secured budget to add new functionality and technology to your contact center. You’ve labored through vendor…

    September 6, 2012
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    Set Your Sights on FCR

    As I work with contact centers across all sizes and vertical markets, I hear a consistent theme focusing on serving…

    May 6, 2012
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    Got Insights? Ready for Action? Consolidated Reporting, Scorecards and Analytics

    Corporate leadership says the contact center must deliver great service and drive revenue. Customers expect to experience a personalized, effective…

    April 16, 2012
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    • Got Insights? Ready for Action? Consolidated Reporting, Scorecards and Analytics
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    Enhancing the Impact of New Technology on QM and VOC

    There is a growing amount of technology available in both the call quality monitoring (QM) and customer analytics arenas. A…

    March 19, 2012
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    Multichannel Technology Comes into Its Own

    Multimedia is not new to the contact center. Most companies have had “contact centers” rather than “call centers” for years.…

    March 19, 2012
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    Key Factors for Effective Online Chat

    Online chat continues to develop as an influential, profitable customer service and sales delivery method. However, even with growing consumer…

    March 19, 2012
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    Let’s Get Small (or Medium)

    It may have appeared that Randy Newman attacked the self esteem of every person of lesser stature (including myself )…

    March 19, 2012
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    Customer-Centric Web Self-Service (Yes, It Does Exist)

    While the best contact centers  ensure that they have well-trained, talented and mentally stable e-support agents in place to handle…

    March 18, 2012
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    Contact Centers Need to Go Mobile: Are You Ready to Move?

    According to CTIA–The Wireless Association, there are now over 300 million wireless connections in the United States alone. Society as…

    March 18, 2012
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    • Contact Centers Need to Go Mobile: Are You Ready to Move?
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    Use the Right Enabling Technology to Support Multichannel Customer Contact

    In a world of expanding customer contact channels and the departmental silos that go with them, is it possible to…

    March 18, 2012
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    • Use the Right Enabling Technology to Support Multichannel Customer Contact
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    Pursue Strategy and Governance to Ensure Multichannel Technology Optimization

    Multichannel customer contact is a fact of life. Unfortunately, so are organizational silos and divided ownership of the many media…

    March 18, 2012
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    • Pursue Strategy and Governance to Ensure Multichannel Technology Optimization
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    Getting the WFO Basics Right

    Workforce optimization (WFO) technology can significantly impact the productivity and skills of employees, help agents diffuse difficult customer situations and…

    March 18, 2012
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    Keys to Success in Supporting Today’s Contact Center Technology

    I love contact center technology. Some of you may, too. Or perhaps you have a love/hate relationship with it: Can’t…

    March 16, 2012
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