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Is scoreless quality assurance right for your contact center?

Inside Customer Service

The contact center agent shook his head as he scanned the quality assurance form. What is contact center quality assurance? I realize some readers might not be familiar with the quality assurance process in contact centers. You can also identify macro-trends across your contact center without QA scores.

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Offshoring Contact Center Operations In A Multilingual World

CSAT.AI

Offshoring contact center operations is not a new concept. The costs of setting up and/or scaling contact centers are high from training, to equipment, to wages. Plus, supplemental contact center support in a different time zone makes it possible to have 24 hour service accommodating your customers around the world.

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How to Cut Call Center Agent Onboarding In Half

Uniphore

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. It’s challenging to train, onboard, and retain talent in the contact center today. Brian Cantor Leading CX Industry Analyst Contact Center Week. Privacy Policy / Legal.

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10 Effective Ways to Reduce Costs in Your BPO Contact Center

Hodusoft

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028. from 2023 to 2028.

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Should speech and text analytics be used outside the contact center?

DMG Consulting

Question: Should speech and text analytics be used outside the contact center? The legal department can capture and understand facts from the voice of the customer or the voice of the employee, to support a legal position. The post Should speech and text analytics be used outside the contact center?

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Managing Contact Centers Through the COVID-19 Pandemic

DMG Consulting

Managing Contact Centers Through the COVID-19 Pandemic. DMG is not providing medical or legal advice; all medical questions should be referred to your doctor and legal issues addressed to your lawyers. As it is, many contact center employees are paid little more than the minimum wage and struggle to make ends meet.

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New Year, New Rules: Consumer Trust, Data Privacy And Compliance In Contact Centers

CSAT.AI

Privacy compliance in contact centers poses unique challenges. Contact Centers, Privacy and Compliance. Aaron brings up the point that the new privacy laws are particularly important for contact centers because they process so much personal information just by the nature of the work they have to do.