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Track Performance and Boost Operational Efficiency With Contact Center Analytics

SurveySensum

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. That’s where contact center analytics comes into play. What is Contact Center Analytics? Why is Contact Center Analytics Important?

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The Power of Hyper-Personalization in the Contact Center

Fonolo

Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? What is Hyper-Personalization in a Contact Center? Customer service is all about meeting and exceeding customer expectations.

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AI, Automation and Analytics Drive Vast Improvements in Contact Centers

DMG Consulting

AI, Automation and Analytics Drive Vast Improvements in Contact Centers. The service economy has undergone many changes, all of which benefit from real-time contact centers, the subject of the book The Real-Time Contact Center , published by Donna Fluss, President of DMG Consulting, 13 years ago.

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Contact Center Technology Stack: The (Immediate) Transformation You Need?

Ameyo Callversations

A contact center is a facility where customer service representatives answer customer queries over phone calls, emails, chat, social media, and other channels. This facility may be owned entirely by the organization or (as many companies prefer today) may be outsourced to a contact center operator. banner_blog_1].

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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

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Contact Centre Predictions for 2020

Callminer

An ability to capture conversational data across existing communication systems and then correlating insight within a common analytics platform offers a cost-effective means for blending omnichannel insight. We will also see more sharing of insight from omnichannel analytics across the organisation in 2020 to leap barriers of attention.

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Influential CX Trends for 2023

DMG Consulting

The demands on CX organizations are growing in most of the touchpoints – Customer interactions are increasing in volume and scaling in complexity in both digital and voice channels. Self-service will continue to grow in importance – Self-service is increasingly the channel of choice for consumers, as long as it works well.

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