Contact Center Related Topics 
eglobalis
MARCH 24, 2025
This detailed analysis explores the current limitations that prevent AI agents from fully replacing human operators in contact centers, supported by practical examples from industry leaders across sectors, revealing why human involvement remains indispensable.
InMoment XI
DECEMBER 18, 2024
Contact centers play a significant role in customer experience management. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations.
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eglobalis
APRIL 15, 2025
Twilio Flex , a programmable contact center platform, is built entirely around client-side customization. For example, an ERP deployment in automotive might require deep integration with just-in-time manufacturing systems and local labor compliancecustomization makes this possible.
eglobalis
APRIL 6, 2025
This three-part analytical series aims to dissect and explain the most critical dimensions of value creation in technology, telecom, contact centers, and high-tech manufacturing. In contact center outsourcing, a BPO that makes script updates or dashboard access easy gains favoreven if its core service is similar to competitors.
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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.
InMoment XI
JULY 1, 2025
They will naturally follow up with your contact center for clarification and guidance. Here are ten powerful strategies to implement for contact center optimization and customer retention. But too often, help centers are either poorly organized, outdated, or buried in navigation menus.
InMoment XI
JUNE 7, 2025
Sometimes, even the most skillful contact center agents have no choice but to escalate a call to their supervisors. Therefore, reducing call escalations is a mission-critical priority for contact center leaders. Therefore, reducing call escalations is a mission-critical priority for contact center leaders.
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What does the contact center of the future look like? Read this eBook to discover how to implement AI for the best results in your contact center. An Al solution with only the highly technical or difficult calls coming to a human agent is what your organization needs.
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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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Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces. In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring.
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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.
Speaker: Adam Saad - Founder & CEO, Tech Stack Advising
Somewhere in a global contact center, there is an agent who has spent the last 8 hours answering questions from disgruntled customers. On the other side of the world, another agent is conducting surveys and can’t seem to keep a caller on the line. All of these factors lead to dissatisfied employees and potentially agent attrition.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. They attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. But scripts have had a variety of issues. In some cases, legal requirements mandated that scripts be read verbatim, word for word.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce.
Speaker: Kate Nasser, The People Skills Coach™
Contact center agents are people and people can grow on their own BUT great collaborative coaching truly guides agents to connect authentically to customers better and better each time. Great collaborative coaching awakens and guides an agent’s ability and choices with customers in a wide range of situations.
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