Workforce Management In Contact Center Did you know that effective workforce management in contact centers can significantly impact customer satisfaction rates? According to McKinsey surveys, businesses that strategically align their workforce see up to a 20% increase in customer satisfaction scores. WFM integrates skilled personnel, optimized scheduling, and cutting-edge technology to harmonize with evolving customer […]
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Augmented Reality for Support Services What is Augmented Reality? As technology continues to advance, Augmented Reality (AR) emerges as a groundbreaking innovation poised to revolutionize customer support services. Unlike its virtual counterpart, AR enhances the real-world environment by overlaying digital information onto the physical world. It holds the promise of bridging the gap between the
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Self-Service Technology In Contact Center In customer service, we often enjoy connecting with people and providing a personal touch. But here’s an interesting fact from Gartner’s research: 70% of customers use self-service at some point during their customer journey. This means many customers like to help themselves. It could be by finding information in a
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Blockchain Technology in Contact Center Understanding Blockchain Technology Blockchain technology has become a game-changer in various industries, offering a secure and decentralized way to handle transactions and data. To grasp its significance, let’s delve into the core concepts, components, and key characteristics that define blockchain. Core Concepts and Components How Blockchain Operates Key Characteristics How
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Knowledge Management System For Contact Center In the ever-evolving business landscape, call centers stand as crucial touchpoints between companies and customers. The need for accurate and up-to-date information is more pronounced than ever, making knowledge management (KMS) a linchpin in the call center’s operations. This article delves into the core aspects of knowledge management, its
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Dark Data Utilization in Contact Center What is Dark data? Dark data represents the latent pool of information gathered during routine business activities but often left untapped for further exploration or practical application. According to Splunk’s global survey of over 1,300 business and IT decision-makers, approximately 60% of organizations report that half or more of
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