I've never understood why companies are stingy with time off. When employees are burned out, it takes them 3 hours to do something that should take 30 minutes. Taking a…
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Metrigy's MetriStar awards recognizes those providers who are both highly rated by their customers, and whose customers have achieved measurable success for their investments. The awards are based on data…
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Voice and text can answer many cutomer inquiries. But in many cases, it would help contact center agents to be able to see what the customer sees, share screens, or…
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We've been hearing a lot about the integration of UC and contact center platforms. But what do CX leaders define as the technical requirements of such integration? And once platforms…
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Virtual assistants, voice biometrics, and video are making good contact centers great. When it comes to improving the customer experience, there is no shortage of new technologies that can help…
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We regularly interact with family, friends, and business colleagues using video. But companies have fallen behind at promoting video when it comes to communicating with their customers — whether for…
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Talkdesk is somewhat an anomaly. Engineer Tiago Paiva, who founded the company 10 years ago after winning a hackathon for a prototype he created, remains at the helm. Despite its…
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Companies that do not have a Voice of the Customer (VoC) program in place are doing themselves a disservice. Without analysis of the customers’ perspective, how can organizations evaluate their…
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As IT and business leaders are faced with transformative changes in the workplace, data will be incredibly important to help guide decisions—and management tools deliver the data. Consider that only…
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In the past year, 55% of organizations added Workforce Optimization (WFO) applications to their portfolios, and 79% specifically cite workforce management tools as essential to helping them manage remote teams…
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