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3 Smart Strategies for Empowering an At-Home CC Workforce

Serenova | 02/26/2020

Remote call center staffs are becoming increasingly popular. A recent survey of 90 US contact center organizations indicated that 70% are expanding their work-at-home programs. It’s easy to see why. Managers can more easily match agent supply to demand, reducing the need for onsite agents. Organizat…

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Quality Management and Your Contact Center

Serenova | 02/26/2020

81% of companies recognize customer experience (CX) as a competitive differentiator. That means your contact center needs to work hard to stand out and positively impact customer retention and satisfaction.

How do you know where to start making improvements? One thing is for sure – you can’t…

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Cloud Contact Center Technology Guide

Serenova | 02/26/2020

Across industries, customer experience has become a key strategic differentiator. Providing a superior customer experience means meeting demands for always-on support and access through the customer’s preferred channels. The best way to achieve that is through a cloud-based contact center solution. …

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3 CX Mistakes You’ll Never Make Again

Serenova | 02/26/2020

According to a study by customer experience consulting firm Walker, customer experience (CX) has become the brand differentiator over product and price! In fact, Forrester found that a company’s revenue could increase significantly when its CX index score rises. In other words, customer experience…

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The Most Important Contact Center Trends You Need to Know in 2020

Serenova | 02/26/2020

To thrive in 2020 and beyond, contact centers must set their sights on strategic differentiation, not daily firefighting. No longer is it sufficient to react in-the-moment and call it good enough. The smartest (and most successful) contact center leaders realize they need to keep looking forward at …

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Setting Hourly Rates for Field Service Technicians

Field Nation | 01/24/2020

Many MSPs don't know how much hourly field service rates vary by metro area or work type. The result? Inaccurate wage rates that can impact budget, work quality, and/or company reputation.

In the guide, Setting Hourly Rates for Field Service Technicians, you'll learn how you can pri…

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Trisys Delivers on Call Recording

Trisys | 09/10/2019

Not all call recording solutions are created equal. As an SMB or enterprise fighting to maintain market share or expand its footprint, call recording is an investment in your future. From boosting sales and enhancing training, to protecting organizations from legal action, compliance violations and …

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Autonomous Response: Threat Report 2019

Darktrace | 07/31/2019

This report details seven case studies of attacks that were intercepted and neutralized by cyber defense AI, including insider threat, ransomware, and IoT attacks.

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Cloud Threat Report 2019

Darktrace | 07/31/2019

This report summarizes 11 case studies of cloud-based attacks identified by cyber AI, including spear phishing, insider threat, and zero-day malware. The case studies demonstrate how weak indicators of malicious activity were only detectable using Darktrace AI, a cloud-native solution that detects a…

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The Three Phases of a Successful Cloud Migrating

Hitachi Vantara | 06/19/2019

Read this white paper to consider three phases of successful cloud migration, what IT teams need to consider at each step, the business aspect of design decisions, best practices and how Hitachi Vantara Cloud Migration Services from can help.

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Demystify Your Cloud Journey

Hitachi Vantara | 06/19/2019

The cloud journey today is well past the initial adoption phase. The question for most organizations is not ‘if cloud’ but ‘what’ and ‘when’; and ensuring that the strategy it embarks on achieves its business goals. This strategy is aiding organizations in transforming their operations and making th…

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Employee Experience and Customer Experience: Two Halves of the Whole Equation

RingCentral | 06/19/2019

This report highlights the advantages of bringing together customer and employee experience, including technology investments, process ownership and outcomes. Organizations that treat these areas as two halves of the same whole will reap the benefits.

Executives should read this report to und…

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HOW TO BUILD A MODERN DIGITAL CUSTOMER SERVICE STRATEGY: 10 Real-World Insights for B2C Leaders

RingCentral | 06/19/2019

Today, when customers need to interact with brands, they want to use the same tools they enjoy for personal communication. As customers rely less on voice communication and more on messaging, social applications, and other mobile apps, brands have quickly realized they need to meet customers on thei…

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What Small Businesses Really Want from their Unified Communications System

Digium | 05/06/2019

Small businesses are increasingly considering the deployment of a Unified Communications (UC) system as their business phone system.

Sangoma understands small-to-medium businesses. As the leader in the value-based communications market, Sangoma has the opportunity to assist many smaller busi…

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NICE WFM 7.0: Understanding the Business Value and ROI

NICE | 04/15/2019

More than one-third of contact centers struggle with unpredictable customer traffic, resulting in overstaffing or understaffing.

Overstaffing is the simplest way to waste money, and understaffing leads directly to unhappy customers. To avoid either extreme, you need the right employees in t…

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Forecasting with Artificial Intelligence

NICE | 04/15/2019

We are living in a golden age where predictive analytics, forecasting and predictive technologies are revolutionising business well beyond the contact centre.

These forecasting capabilities are supported by ongoing developments in machine learning and artificial intelligence; developments …

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Artificial Intelligence in Workforce Management Systems

NICE | 04/15/2019

Determining optimal schedules and efficiency gains when using multi-skilled employees is highly dependent on a significant challenge in today’s omnichannel work centres: the ability to accurately estimate when and to what extent an employee needs to be shared across multiple work streams.

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AWS Cloud Adoption, Visibility & Management

Kentik | 02/04/2019

Trying to contain cloud costs? You are not alone. This report summarizes the survey responses of 310 technical and executive-level peers who attended the recent AWS user conference.

Key findings include:
• Multi-cloud is real, and more common than hybrid-cloud. (AWS + Azure is most common…

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451 Research: 2019 Trends in Cloud Transformation

Kentik | 01/18/2019

In a new report, 451 Research analysts dig into seven trends happening amidst the move to the cloud, as well as the recommendations and clear winners and losers for each of the trends. Sponsored by Kentik, this is a must read for cloud users and service providers.

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Five Cloud Deployment Mistakes that Will Cost You

Kentik | 01/18/2019

We hear about the many benefits of cloud-deployed applications including “faster,” “lower cost,” “improved ROI” and more. But when it comes to networking, it’s not that simple. Without visibility into how cloud resources are utilized, it’s easy to make costly mistakes.

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