Wed.Nov 06, 2024

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Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance

Hodusoft

Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance Whether you are an entrepreneur or a professional in the contact center industry or any other sector, you know that implementing best practices can enhance performance by leaps and bounds and drive success. That’s why it’s not surprising that well-known American businessman Millard S.

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Service Recovery Reimagined: Leveraging DataScribe for Unmatched Customer Retention

Execs In The Know

While First Call Resolution (FCR) is often the goal in the contact center environment, certain situations require additional follow-up. That’s where effective service recovery steps in, turning unresolved issues into trust-building opportunities. By addressing these situations proactively, organizations can transform negative experiences into positive ones, strengthening customer relationships in the process.

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Confirmit vs Qualtrics: Which One Wins in Survey and Feedback Management?

SurveySensum

When it comes to feedback management software, Confirmit (now known as Forsta) and Qualtrics stand as two giants pitted against each other. Each of these tools offers a wide range of tools and features for managing and analyzing customer feedback and making things easier for businesses. However, like any other great tool, these two also come with their limitations.

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KM, AI Need to Work Together for Optimum Success, eGain Speakers Contend

Smart Customer Service

Speakers at eGain's Solv 24 conference urge companies to blend artificial intelligence, knowledge management, and human insight for better customer experiences.

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From Start to Scale: Driving Growth Through Seamless Payments Implementation

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

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GenAI is Transforming Conversation Analytics and Making it Better

DMG Consulting

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. However, we often discover the product hasn’t really changed much – if at all. Is that the case with conversation analytics?

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Generative AI Will Displace 100,000 Agents in 2025, Forrester Predicts

Smart Customer Service

Forrester predicts greater use of AI by contact center outsourcers, disrupting the agent landscape in the coming year.

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