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Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know ..read more
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You have dreams and aspirations to make a difference. Sometimes it’s crystal clear on how you do that and sometimes it’s ..read more
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They may be considered sleek and some would even say sexy. But in more ways than one, Siri and Alexa do not have the skills ..read more
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I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact ..read more
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The fifth step (Step 1, Step 2, Step 3, Step 4) in the contact center agent journey is about agent retention. Retaining ..read more
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The fourth step (Step 1, Step 2, Step 3) in the contact center agent journey is about leadership that engages agents. ..read more
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The third step (Step 1, Step 2) in the contact center agent journey is about developing high-performing agents. Once agents ..read more
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The second step (the first step) in the contact center agent journey comes with the on-boarding process. This is one area ..read more
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The first step (the second step) in the contact center agent journey comes with the hiring process. During the past few ..read more
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For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat ..read more
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