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If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center.
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This resource details the opportunities that mobility presents for contact centers, and offers guidance to help you weave these opportunities into a strategy that empowers you to capitalize on mobile benefits and sharpen your competitive edge.
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Today's customers have more control of the conversation than ever before -- and your contact center must be equipped to deliver seamless interactions across a variety of channels, lest your customers take their business somewhere else. To do this, you need a comprehensive platform that enables anywhere, anytime service.
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Is your current customer relationship management (CRM) software negatively impacting your selling potential? Many of the CRM software options today have lost focus on their primary users – sales professionals – and are actually decreasing sales activity. Read on to learn how a call-centric CRM strategy can alleviate this challenge.
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This quick guide will identify some of the most popular metrics that you should be measuring, look at ways in which you can measure them, and how to utilize these measures to improve your service delivery.
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What is "Speech Analytics," exactly, and why is it important? Find out how the latest wave of Speech Analytics offerings are used in call center communication today and what the benefits are.
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Customers expect a great end-to-end experience. Wherever work is accomplished in the enterprise, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?
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Implementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.
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Access this helpful resource to learn what to ask when searching for a cloud-based contact center tools -- especially interactive voice response (IVR) technology. Discover the hidden "red flags" that signal you to dig a little deeper before selecting a final vendor for your cloud contact center initiatives.
