The Real Purpose of Contact Center Quality Management

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I was just a few years out of college and a couple of years into my first customer service manager job at a startup when one of our agents, who had previous contact center experience, asked, “Hey, are you gonna do quality assurance at some point?” Not known for my ability to BS, I responded with an [...]

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SD-WAN with Cloud-Delivered Communications: A Match Made in Heaven

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The benefits of the cloud are well known and hardly need to be debated on: access, agility, elasticity, lower administration cost and even better security, they are just given and supporting the digital transformations. This blog post is for someone who is looking to understand the dynamics betwee [...]

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4 Crucial Tips for Working in a Call Center

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Call centers can be a somewhat stressful work environment and not always conducive to long career decisions. But if you’re a savvy call center leader, you know there is a secret to keeping a positive and productive outlook in contact centers. Every positive interaction that a potential buyer has w [...]

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Customers Value Their Time, And So Should You

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Every customer service nightmare begins with, “Can you hold, please?” What often follows next is a pinball effect of rerouting through different agents and repeated information requests. In the age where positive customer experiences are a crucial competitive differentiator, preventing these scenar [...]

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Practical AI For Speech-Based Collaboration

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In my role at 8x8, I’m working with our teams in building the next generation of 8x8 products that make our customers obtain insights and capabilities needed to make better business decisions. Having been in this industry for a while, I’m constantly evaluating the maturity of AI & ML technologi [...]

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An Ecosystem of Applications is the Way to Go

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If you’re not in the ecosystem, you’re out in the cold  This post is part of a series focused on how integrating communications with business processes improves sales and support teams’ effectiveness. According to Webster, an ecosystem (n) is a complex of a community of organisms and its envi [...]

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