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Last Updated: 1:40 AM EST - Jun 21, 2018

How to Work with a Contact Center Outsourcer
By: Paula Bernier
If you are considering outsourcing your call center or contact center, be sure to look before you leap. Set expectations upfront about service level agreements and key performance indicator level requirements.

Optimizing Your Contact Center for Emotive, Loyalty-boosting Conversations
By: Special Guest
When sales and service questions become complex or emotional, people still prefer speaking to a human being than to a chatbot. Learn why emotional connections between brands and customers begin in the contact center and what you can do to …

Israel Doesn't Want Customers Left Waiting
By: Paula Bernier
New Israel Ministry of Communications requirements deem communications companies can't keep callers waiting for customer service longer than six minutes.

How to Secure Smart Home Devices in 5 Steps
By: Special Guest
Are you among the millions of consumers across the world who have an Amazon Echo or a Google Home? A Cisco survey in December 2017 found that only 9 percent of consumers trusted IoT devices.

Vonage Says CX Cloud For All
By: Maurice Nagle
This week, Vonage expanded its contact center presence, making Vonage CX One Cloud available to organizations leveraging Vonage Business Cloud - the cloud communications provider's unified communications platform. From workforce optimization to enhanced self-service capabilities and real time analysis, …


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