eglobalis
MARCH 24, 2025
This detailed analysis explores the current limitations that prevent AI agents from fully replacing human operators in contact centers, supported by practical examples from industry leaders across sectors, revealing why human involvement remains indispensable.
BlueOcean
MARCH 24, 2025
When outsourcing customer support whether for the first time or the fifth time your company’s relationship with the contact center is understandably complex. The contact center SOW is the framework for your relationship. Thats where a formal Statement of Work (SOW) comes into play.
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Calabrio
MARCH 22, 2025
Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.
Calabrio
MARCH 11, 2025
Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. What is call center quality assurance?
Speaker: Adam Saad - Founder & CEO, Tech Stack Advising
Somewhere in a global contact center, there is an agent who has spent the last 8 hours answering questions from disgruntled customers. At the end of this webinar, you will walk away with insights including: How to keep your company’s cultural message clear.
InMoment XI
OCTOBER 5, 2023
A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming.
Calabrio
JANUARY 17, 2025
Analytics Promoting career growth in contact centers: Unlocking potential and building futures Share Contact centers have evolved from being viewed as monotonous jobs to becoming vibrant environments filled with opportunities for career growth and meaningful work.
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
In today's remote work environment, keeping a handle on culture can feel like trying to hold sand in your fingers. Considering how teams are often comprised of members working across political boundaries, even defining a hard-set "culture" can be tricky. Why the contact center culture is in need of repair.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
Engagement integrates their personal goals into their work so they not only bring the quality the contact center requires, but each person feels cared about and cared for in the process — like customers require. Best practices for leaders in the contact center to truly get to know their employees and gain mutual trust.
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