4 Tips to Improve Contact Center Collaboration

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Early in my career as a contact center manager, our agents used instant messaging to ask their supervisor questions. It was helpful for them to quickly share information and get answers, without walking across the office, as they worked to support customers. One of my pet peeves was responding to [...]

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Parenting and Quality Calibration: The Merits of Consistency

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Contact center quality calibration and parenting have some similarities. Let me explain. As a kid, I quickly learned that few things got me into as much trouble as asking a second parent for something in hopes of getting a better response than I received from the first parent. “Why?” you might ask. [...]

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Building a Culture of Innovation: 5 Business Leaders Share Tips

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Innovation has become a goal for businesses of all sizes. Entrepreneurs aspire to innovate and disrupt within their industry. Enterprise CEOs strive to build cultures of innovation. But what does it really mean? Wikipedia defines innovation as "a new idea, creative thoughts, new imaginations in the [...]

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When to Move My Contact Center to the Cloud?

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Why would you move your contact center to the cloud now? Life is already chaotic enough. You’ve been focusing on transitioning your contact center to a work-from-home model, and figuring out how to manage it remotely. You need new applications, but budgets are tightening. These are precisely the re [...]

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SMS and Chat: What is the Difference?

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Given the fast pace of today's business environment, where employees are always on the go and often work from different parts of the world, relying solely on email to inform people of important and time-sensitive updates is a big risk. Email is no longer for teams that work in real-time. Companies [...]

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8 Practical Uses for Live Monitoring in Your Contact Center

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I’m not sure why it’s the case, but when I think about the ability to live monitor contact center agents, I picture a television with an unending stream of customer interactions, almost like contact center reality TV. Move over Kim Kardashian, because I think I just came up with the worst show idea [...]

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