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How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. VOC analytics complement the call center’s internal KPIs and can provide a better view of a company’s overall performance. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. Back To CX Accelerator Blog.

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How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. VOC analytics complement the call center’s internal KPIs and can provide a better view of a company’s overall performance. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. Back To CX Accelerator Blog

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A Step-by-Step Guide to Search for Your Next Cloud Contact Center

SharpenCX

It’s a daunting task to find new cloud technology for a contact center. How do you find new technology that meets the needs of your team and your customers? Before you even look for a new cloud contact center system, survey and get feedback from the people it will impact the most — your agents and your customers.

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John Grasso of Windstream on Cloud Contact Center Software

CX Global Media

The report “Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region by MarketsandMarkets states that This is a Compound Annual Growth Rate (CAGR) of 23.6%. Cli c k to Tweet.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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Contact Center Technology Trends 2022

Spearline

So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022? Tech is more important than ever The first trend to note is that technology, in general, is looking more important than ever to contact centers.

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3 Ways Cloud Contact Center Solutions Enable Innovation

Upstream Works

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Learn more about our omnichannel contact center solutions here.