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How Important Is Call Flow in a Call Center Environment?
A Call flow offers smooth, professional, and empathetic customer experience, keeping it crisp and best way to handle customer queries positively
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Does It Make Sense to Measure the Call Center Shrinkage Rate?
Call center shrinkage, the percentage of time agents are unavailable for calls due to breaks, training, and other non-productive activities.
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Why Is There a Need for a Contact Center Platform to Be Integrated With CRM Software?
Integrating a CRM into your contact center platform will help centralize customer database, unify reporting and analytics, and improve agent productivity.
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Seven Important Things to Consider When Opting for a Contact Center as a Service (CCaaS) Platform
CcaaS platform provides you customization, pre-built integrations, Compliance, security and omnichannel features that will help you improve the CX.
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Is ROI the Compelling Reason for You to Consider a Cloud-Hosted Contact Center?
Explore how major ROI's like infrastructure costs, agent productivity, and customer interactions can be maximized through a cloud-hosted contact center
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Should Contact Centers Consider Measuring Average Handling Time (AHT)?
Learn how measuring Average Handling Time (AHT) with a customer-centric approach can gain a holistic view of your operational efficiency and CX
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A Step-By-Step Guide to Migrate From Global System For Mobile Communication (GSM) Infrastructure to Cloud Telephony
How switching from Global System for Mobile Communications (GSM) to cloud telephony enhances scalability, call quality, and compliance.
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Six Reasons Why You Should Consider Voice Analytics in Your Contact Center
Here's why implementing voice analytics system delivers real-time customer insights, enhances agent performance, and transform customers into brand ambassadors.
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How Do You Make Use of Speech Analytics in a Call Center to Enhance Customer Experience and Ensure Regulatory Compliance?
Having a speech analytics software in your contact center improve efficiency, agent performance, and customer experience while reducing compliance risks.
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Why Your Business Should Move to 140-Series Numbers for Marketing Calls?
Switching to 140-series numbers for marketing calls is essential for compliance, customer trust, engagement, and brand reputation.
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Why Your Business Should Move to 160-Series Numbers for Service Calls?
Learn why moving to 160-series numbers is essential for ensuring compliance, building customer trust, and enhancing brand reputation while avoiding spam flags
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A Comprehensive Guide on Omnichannel Experiences and What You Should Be Aware of While Choosing an Omnichannel Customer Engagement Platform
Learn the benefits of choosing the right omnichannel customer engagement platform for your contact center to provide a positive customer experience.