Call Center Management
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Posted: 05/24/2017
27713.001 CCW Africa Infographic tn
The African contact centre market is rapidly growing larger and more sophisticated as it moves to serve an exploding domestic market of digitally empowered consumers, while also catering to the diverse needs of the global BPO industry. Full Content »
Posted: 04/07/2017
This research-driven report explores how organizations are – and should be – achieving results in this era of customer-centric thinking and omnichannel engagement. Full Content »
Contributor: call center week
Posted: 03/13/2017
This exclusive report revisits some of the highlights – and underscores some of the key takeaways – from the 2017 CCW Winter. Full Content »
Contributor: Brian Cantor
Posted: 12/13/2016
Last week, we held our final online summit of the year: CCW Winter Online. If you did not attend live, you missed out on a great exploration into how the contact center function has evolved this year – and how it will continue evolving in the year to come. Full Content »
Contributor: call center week
Posted: 06/27/2016
Calabrio Infographic
Nearly 60% of contact centers are using cloud technology, and another 17% will start this year. Are you one of them? If factors like efficiency, efficacy, security, flexibility and customer centricity matter to your contact center operation, you absolutely should be. Full Content »
Posted: 06/14/2016
Understanding your customers is highly important when it comes to product development, marketing, and sales. Yet, it’s equally as important to get inside your customers’ minds to decipher their behaviors and determine what they need and want in terms of service Full Content »
Contributor: call center week
Posted: 04/27/2016
Cloud Report Thumbnail
 Front-line employees may be the face of the business, but it is technology that enables them to present that face to customers.  It is technology that helps them successfully engage.It is in accordance with this importance that we proudly introduce our 2016 Executive Report on Contact Center Technology.Featuring a combination of exclusiv Full Content »
Contributor: call center week
Posted: 04/25/2016
Call Centre Africa Interview
Download this interview with Hilario Fiandeiro, an ICCCA expert Call Centre & Customer Experience Consultant & Trainer, to understand the rapidly evolving potential of the African call centre industry. Discover the top challenges currently affecting the industry as well as the key technologies and methodologies that Hilario recommends for c Full Content »
Contributor: call center week
Posted: 04/07/2016
State of CC Kenya Thumbnail
Africa's contact centre industry is undergoing rapid growth as well as significant change as the region is poised to become a centre of ICT and BPO excellence within a matter of years. Download this report to gain insight into the key factors that make Africa (with particular emphasis on Kenya) suitable for contact centre expansion and evolution. A Full Content »
Posted: 03/16/2016
According to ICMI, over 62% of contact centers are perceived as a cost center by their organizations. Contact centers are continually asked to do more with less – save money, save time, optimize – and yet still deliver a memorable and effortless customer experience with every call. But do other areas of your organization know that the data collecte Full Content »
Contributor: call center week
Posted: 03/07/2016
Infographic: 5 Signs You’re a Cloud Contact Center Maverick
Leading the pack with cloud contact center technology adoption and business best-practices is paying off in a number of big ways, according to recent research from Aberdeen. Higher scores in key metrics – from total revenue to customer retention to agent productivity – show the influence that a smart, forward-thinking, "maverick" approach to cloud Full Content »
48 results
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