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Outbound Call Centers: Finding the Right Mix of Tools, Processes and People

Selling a product or service over the phone isn’t easy—ask anyone who’s ever done it for a living. But businesses of all types and...

The Three Ms of Implementation

Three management factors play a key role in technology implementation success: Project, Change and Vendor Management. Most organizations focus on project management (PM)—the discipline of...
contact center technology misses

Top 5 Reasons Contact Centers Miss the Mark on Technology Implementation and Support

Contact centers rely on technology to meet their business goals, manage their operations, and interact with customers in a variety of media. Unfortunately, they...
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