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Does AI Mean the End for Contact Centres or Simply Higher Levels of Customer Care?

CSM Magazine

Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care? 2-way video chat allows your agent to see your customer, with their permission.

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Inbound and Outbound Converge in the New Contact Center

COPC

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. By Leonard Klie – CRM magazine.

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Silencing the Noise: Unveiling the Impact on Contact Centre Agents and Brands

CSM Magazine

This is particularly worrying, considering agent KPIs are forensically measured and metrics such as Customer Satisfaction and Average Handling Time are easily affected by loud noises — whether these come from the customer’s or the agent’s side.

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Investing in Innovation: Inside the Mind of the Man Behind Salesforce Service Cloud

Talkdesk

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. I think the scope of what customers were looking to change back then was much different. We bring mutual customer success.

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Investing in Innovation: Inside the Mind of the Man Behind Salesforce Service Cloud

Talkdesk

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. I think the scope of what customers were looking to change back then was much different. We bring mutual customer success.

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Call Center Management: Challenges, Strategies, Tips, and Best Practices

Hodusoft

A scalable call/contact center that can seamlessly adjust its resources and capabilities as the organization evolves, can easily handle increasing call volumes and customer interactions without compromising on service quality.

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All You Need To Know About Inbound Call Center for E-commerce

Hodusoft

However, if online shoppers can easily reach out to e-commerce companies whenever they face any problem, they can easily complete the transaction after getting the necessary support from the customer care representative. The findings are from a survey published in Grand Rapids Magazine.