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Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center...

Make Contact Center Technology a Strategic Tool

I’ve logged a few decades working with hundreds of contact centers. So, here’s one thing I know for sure: Contact center technology can be...

Calculating ROI for Contact Center Technology Investments

It’s easy to get excited about technology and conjure up all of the benefits that will accrue to the contact center. But you must...
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