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The Importance of Employee Loyalty in the Workplace

InMoment XI

This is hardly a way to build loyalty, and the pressure to keep calls short contributes to the call center industry having the highest turnover of industries worldwide. (In In a 2016 post Talkdesk , a provider of call center solutions, reported the yearly turnover as 30-45%, double or triple that of all U.S.

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AI in Call Centers: Top innovations for 2021

TechSee

These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI is moving forward rapidly, with contact center AI software continuously evolving and dramatically improving, and ultimately delivering more value. .

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How to evaluate a call center agent’s performance?

ViiBE Blog

This article will teach you how to measure an agent’s performance and other important customer service metrics. How do you measure the performance of an agent? Key Performance Indicators (KPI)s are metrics used to measure employee performance and change from industry to industry. What are the KPIs in a call center?

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Get your contact center staff working remotely NOW

Talkdesk

Every day brings more global news of measures to control the spread of the virus — closure of schools, restaurants, stores, sporting events and more. Transitioning your own agents out of a centralized contact center environment to a WFH environment is the logical thing to do, and do fast. An unprecedented challenge.

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How to improve you call center customer experience strategy for 2019?

TechSee

Call center leaders realize that the time has come to deliver real measurable value to the enterprise. 2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination.

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New Data Reveals How Critical Customer Service KPIs are Enhanced by Visual Assistance Technology

TechSee

Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance. It enhances all customer service KPIs, including those measuring contact center productivity and CX quality. Click here for the full report.

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How to Measure the Return On Investment (ROI) of Your Contact Center Solution?

NobelBiz

In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. How to determine the ROI for a Contact Center Solution? How do you plan to measure the customer service process? What analytics do you offer?