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Why Your Search Bar Isn’t Enough: The Real Difference Between a KnowledgeBase and a Knowledge Management System

CCNG

Key Features of a KMS Heres what makes a KMS the game-changer in todays contact centers: Speed of Delivery: Unlike traditional document holders, a KMS is designed to deliver answers within seconds. Closing Thoughts This isnt your mothers contact center anymore. Some systems even leverage Generative AI.

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The Reviews Are In! CallMiner Delivers Across Speech Analytics, Contact Center Ops and Quality of Support

Callminer

Read this blog to see how customers rate CallMiner across speech analytics, contact center operations and quality of support on G2.

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What is speech analytics? Definition, benefits, and use cases

3CLogic

In today’s contact centers, the amount of data available isn’t a problem; the crux is to find the time and resources to efficiently gather, consolidate, and analyze the information for actionable insights and optimization opportunities. Definition: What is Speech Analytics? How did that conversation really go? billion by 2029.

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How to Boost Efficiency and Customer Satisfaction with Contact Center Analytics

Global Response

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Benefits for business: Tracking analytics can increase customer satisfaction, employee performance, and business efficiency. Youre in luck!

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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The Power of Data Analytics in Contact Centers: Driving Insights and Improving Performance

CCNG

In today's fast-paced business landscape, contact centers play a pivotal role in shaping customer experiences and influencing brand perception. In this #JMPsBlog , we will explore the incredible potential of data analytics in contact centers, along with considerations and watchouts that organizations must keep in mind.

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Voice Analytics: Unlock Insights in Your Contact Center Conversations

Calabrio

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics?

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8 Contact Center Trends to Watch in 2020

Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?

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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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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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Study: The Health of the Contact Center

Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it. What does it take to engage agents in this customer-centric era?

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Improve Contact Center Outcomes with Key Insights

Contact center leaders are skilled at balancing competing day-to-day priorities. Read the Whitepaper to find out how you can: Deliver actionable insights to agents Manage success for supervisors Make performance more transparent for executives Provide strategic analytics for VPs

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

When Contact Centers face issues with First Contact Resolution (FCR), conducting a root cause analysis to identify the process, systems, and/or behaviors that are failing is the best way to understand the exact drivers contributing to repeat calls.