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Scheduling Contact Center Resources Through Communication and Collaboration

Scheduling Resources Through Communication and Collaboration

As the primary architect for Community WFM, I’m always looking for ways to innovate our workforce management solution. Sometimes the opportunity to innovate is...
Personalized Omnichannel Customer Experience

Delivering a Personalized, Effortless, Connected CX

People today may choose to communicate with organizations across various channels including phone, email, chat, SMS, social and walk-ins. When they do reach out,...
Why Teamwork Is the Most Important Investment You’ll Ever Make

Why Teamwork Is the Most Important Investment You’ll Ever Make

What do NASCAR drivers Kyle Busch, Martin Truex, Jr., and Jimmie Johnson have in common? Each driver qualified for the 2017 Monster Energy NASCAR...
Reach New Speeds to Insight with a Speech Analytics

Reach New Speeds to Insight with a Speech Analytics Strategic Blueprint Workshop

“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often...
The Benefits of Wireless Audio in the Contact Center

Focus on Well-Being: The Benefits of Wireless Audio

Companies that utilize contact centers understand the value of maintaining skilled employees, since customer service tends to be an industry with a high amount...
Agent Engagement and the Customer Experience

Agent Engagement and the Customer Experience

What does it take to improve agent satisfaction and retention? Today, one of the key topics of discussion in most contact centers is the high...
Contact Center Nation

You Can’t Rely on Luck to Retain Top Talent: Look to Loyalty, 21st Century...

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact...
Contact Center Nation

Want Your Customers to Love You? Start by Actively Listening!

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact...
Contact Center Nation

Contact Center Nation

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact...
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

Welcome to 2018! A Groundswell Is Rising. Are You Ready?

In June 2017, at Call Center Week in Vegas, OpenText Qfiniti received the Workforce Optimization Provider of the Year Award. During the evening gala,...
Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs

Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs

Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and...
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

Are You Thankful for Your Customer Feedback Tool?

With the Thanksgiving holiday around the corner and other holidays approaching, I expect retailers, product and other service providers to solicit consumer feedback via...