I'm Heather. I work at 3D Communications. I'm a call center specialist.
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Fuze and Snap Recordings Partner on Personalized Customer Experiences
Cloud-based communications provider Fuze has partnered with Snap Recordings, a company that specializes in personalized, automated voice recordings. The companies are working together to create automated yet personalized customer interactions and engagements.
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Dubai Police Call Center Making Giant Strides, Receives ISO 18295-1:2017 Certification
Municipalities play a key role in maintaining regulations and order for the local areas they serve. Important offices assist with various needs of citizens. Perhaps the most important in protecting the safety and wellbeing of all citizens is law enforcement.
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Mitel Makes Big Moves to Improve Customer Experiences
Mitel has enhanced its cloud offerings to enable businesses to deliver better customer experiences.
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Verint Financial Compliance Solution Solving Regulatory Complexity
Verint's Financial Compliance platform ranked as top compliance-side solution, helps reduce regulatory complexity for clients.
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Using AI and Automation to Improve Call Center Management
Managing a call center is a complex task, and keeping agents engaged and happy is vital to achieving maximum productivity and customer satisfaction. Call center managers can take advantage of AI and automation technologies to help achieve those goals and keep call centers running smoothly and efficiently.
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UJET Announces Assistance for Enterprise Contact Centers
UJET unveiled a new SMS adapter solution to support enterprise contact centers, the new SMS adapter enables any Salesforce CRM user to rapidly and easily deploy in-call SMS capabilities as well as smartphone features like video, photo or screenshots in addition to the IVR in place.
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To Outsource the Contact Center or Not to Outsource
If you're starting a new customer support program, or rethinking the one you've already got, you may be wondering if it makes sense to keep operations in-house or outsource. After a little delving into the topic, you realize your decision will be based on costs, and comparing in-house agents to outsourced call center services is a bit like comparing apples to alligators?it's not easy to make a side-by-side comparison of costs and benefits.
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Semafone Brings Secure Payment Transactions to Unytalk
In a move to bring their data security and multi-channel compliance solutions to more customer interactions, Semafone partnered with Unytalk Inc. to incorporate its Cardprotect Relay offering into Unytalk's cloud solution for real-time messaging, voice and video.
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Welcome to the Era of 'Knowledge Everywhere'
The Customer Engagement Company, Verint announced enhancements to Verint's Knowledge Management Professional solution promising increased efficiency and what the firm is calling an era of "Knowledge Everywhere."
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Modernize Your Call Center Training
Customer support quality is more important than ever in 2019. In most surveys, nearly 100 percent of customers note that customer service is an important factor in their choice of loyalty to a brand, and that a significant percentage of customers would abandon a brand from a single poor experience.
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Training for Upset Customers
The job of a call center agent is never an easy one. In addition to being under constant pressure to perform optimally call after call, add to the mix customers that are calling with a problem or already frustrated, and it makes handling the situations properly very important. For both the sanity of the agent and for the reputation of the company.
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The Importance of AI and Voice Analytics in the Call Center
AI and voice-based data analytics promise to bring major productivity and efficiency improvements to the call center while helping managers keep customers and agents happier and more engaged.
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Data Overload: What's the Most Critical Data to Analyze in the Contact Center?
We hear a lot about "big data" today, but most companies are still unaware of how to take advantage of the concept to the fullest. Unanalyzed data is just noise, and it can be distracting and time-consuming to attempt to use it without proper organization, collation, analysis and distribution.
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6 Core Emotions in Customer Experience and Why They Matter
Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. Luckily, the conversation is inspiring and a lot of fun. There’s a rich and vibrant discourse on social media about customer experience and customer service, and so many thought leaders who are constantly pioneering the ways we think about the interactions between customers […]
The post 6 Core Emotions in Customer Experience and Why They Matter appeared first on NICE inContact Blog.
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AI in the Contact Center – When and Where?
Artificial Intelligence (AI) in the contact center. Does this phrase elicit excitement or many questions? To some, AI in the Contact Center, conjures up images of chat bots or AI call center agents. While many contact centers are experimenting with chat bots, many also see the vision of infusing their entire call center with AI. […]
The post AI in the Contact Center – When and Where? appeared first on NICE inContact Blog.
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DSW Successfully Incorporates AI into Customer Experience
We love our shoes! Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more. From a single store just 25 years ago, DSW has become a footwear and accessories powerhouse with 500 stores and a wildly successful digital business. Today, […]
The post DSW Successfully Incorporates AI into Customer Experience appeared first on NICE inContact Blog.
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National Autistic Society Selects Verint Community Solution
The National Autistic Society announced the selection of the Verint Community solution to enhance its interactive member forum, which allows members to exchange experiences and stories with autism.
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