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Contact Center

How AI Fits into the Evolving Customer Service Landscape

January 8, 2018 Jared PetersenContact Center, TalkDesk, Voice
TalkDesk Contact Center Product Sample

Artificial Intelligence fuels Customer Service Looking into 2018, it seems that using AI (Artificial Intelligence) to handle customer service interactions is a trend that will only increase. With huge AI advances, it’s an easy way to resolve some customer issues, […]

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Contact Center Services help reduce work group friction

June 24, 2017July 6, 2017 Jared PetersenContact Center, Five9, inContact, IntelePeer, West
Contact Center Mangers can reduce workplace friction

Business Leaders are concerned that their teams are working without friction or hiccups to work flow When your Contact Center Operations people find an issue and want to make a change to routing, it can take weeks for your IT […]

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Contact Center is the backbone of 21st Century Customer Journey Mapping

June 23, 2017July 5, 2017 Jared PetersenContact Center, Five9, inContact, IntelePeer, West

Customer Service folks are worried about the customer journey You Customer Success Champions, Chiefs of Customer Delight, Journey Mapping Extraordinaire, or OmniChannel Business Development Managers, you know your Contact Center systems need work.  In fact you may not even call […]

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What keeps Human Resource Managers up at night?

June 22, 2017July 5, 2017 Jared PetersenContact Center, Five9, Healthcare, inContact, IntelePeer, Mobility, Voice, West

Human resources managers are highly concerned with Personnel Attrition Let’s face it the Contact Center employee’s job sucks, a Contact Center employee is always looking to move or planning to move on to something else.  The number one reason cited […]

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Why is Healthcare the number one adopter right now of Contact Centers in the Cloud?

June 21, 2017July 5, 2017 Jared Petersen8x8, Contact Center, Healthcare, inContact, Mobility, Voice

When the VOIP industry was emerging there were two industries that we were told would never ever, ever, ever, ever adopt a hosted voice platform. Healthcare and Financial Services. Guess who the number 1 and number 2 are today? Healthcare […]

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What is driving explosive demand for Contact Center as a Service?

June 20, 2017July 5, 2017 Jared Petersen8x8, Contact Center, inContact, Mobility, Voice

Contact Center as a Service or CCaaS, before 2 years ago, really hadn’t grown or took off. What changed? Two years ago Salesforce.com did not care about the Telecom, now they do. Just that small change for Salesforce.com to say […]

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The Cloud in 2016: What’s Driving Adoption Now

April 7, 2016July 4, 2017 Jared PetersenContact Center, Healthcare, inContact, Manufacturing, Partners, Retail, Voice, Wireless

As I talk to many new customers about why they are moving to the cloud, I’m seeing several trends that demonstrate how we’re helping companies achieve their goals. Customer experience is rapidly evolving for organizations of any size, a result […]

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