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Contributed Articles

Avoiding Burnout Through Games, Scoreboards and Empowerment in Your Contact Center

Even in the most positive settings, we only have so much we can give to our work week. And for many of us working in the world of contact centers, we give a lot. Luckily, companies are starting to notice employee workloads and other factors that lead to churn or efficiency collapse.

[Full Article]   Jul-25-2016

 

5G, IoT, Big Data: Everything to Do with Customer Service

Progressive companies are already revving up their traditional contact center capabilities with these new must-haves.
[Full Article]   Jul-19-2016

 

How CRM and Marketing Automation Transform Your Business

CRM and marketing automation have been buzzwords for quite some time now. Many businesses have jumped on the trend, however few truly understand how it can transform your business into a power entity. Of course, investing in CRM and marketing automation wont change your business overnight, however, if implemented properly can help you generate more leads and close more deals than you did without the use of technology.
[Full Article]   Jul-10-2016

 

Data Generation Gap: Younger IT Workers Believe The Hype

There's a growing generation gap when it comes the promise of revenues from data-driven projects. Where younger workers see the future, older workers may only see another cycle of tech hype.

[Full Article]   Jul-08-2016

 

3 Tips to Improve Contact Center Reporting

Many company leaders share that same goal. However, aligning your contact center reporting strategy to your goals is no simple stroll in the park. It starts by questioning everything. Is the data valuable? Is the data accurate? Who’s going to own the data? Who’s going to do something with that data? What are the call drivers in this data? What data should I ignore? Does the data tell me something? Does the data help me make decisions? Whether you manage an in-house center or work with outsourced contact center partners, we’ve got the answers to help.

[Full Article]   Jul-05-2016

 

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