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Contributed Articles

3 Ways to Make Your Contact Center More Agent-Centric

Keeping employees, management, and customers happy is no small task for contact center leaders. The balance is difficult to maintain, with business objectives and customer expectations often weighted more heavily than the agent experience. Agents are left feeling less than empowered and rather underappreciated. One way to restore the balance -- along with agents' sense of self-worth -- is by giving frontline staffers greater control over their work environments.
[Full Article]   Sep-30-2015

 

The Customer Experience in 2020

Think about all the new technologies in the last 5 years that changed the customer experience (CX). Now imagine the same thing over the next 5 years. Scary isnít it? By 2020, customers armed with more technologies than you can imagine will be demanding more from your organizationís customer experience. So, what can organizations do to create a winning customer experience in the future?
[Full Article]   Sep-23-2015

 

How to Ensure a Successful IT Modernization

Research shows that approximately 80 percent of current IT resources go to the maintenance of existing IT operations and systems. The risks to holding onto legacy systems are many, but modernizing IT in any sector is not easy or cheap. The following seven tips may help ensure a successful government IT modernization.
[Full Article]   Aug-29-2015

 

7 Trends Impacting Contact Centers, Customer Service & Customer Experiences

This article identifies seven trends that are significantly impacting contact centers. As anyone in the business knows, contact centers can be conservative and often move slowly, but companies that respond to these trends now will find they are better prepared to succeed and maintain their competitive advantages.
[Full Article]   Aug-28-2015

 

Why Embracing Consumer Messaging Solutions is Good for the Enterprise

Not only do workers want to use collaborative tools and platforms, itís also been proven that their use can greatly improve productivity because they allow for simplified access to information.
[Full Article]   Aug-14-2015

 

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