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Improving Customer Experience in the Contact Center. The Devil Is in the Data.

Customer experience (CX) is today’s competitive battleground, so it may come as no surprise that CX is now a strategic imperative for many contact centers.

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How the GDPR Affects the Banking Industry

The General Data Protection Regulation (GDPR), a European effort to regulate how entities that do business with people protect their private information, went into effect on May 25, 2018—providing a new set of data privacy rules far more extensive than ever seen before. Its direction is precise and strict, with fines ready to be levied in the event of a violation.

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5 Trends That Will Affect Your Contact Center in the Next 10 Years

Have you thought about what your contact center will look like in ten years? Are you ready for the changes to come with your staff, your customers, technology, and more? Here are five trends that have already begun to shape the way we serve our customers and will make a major impact on how service evolves over time.

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Three Tips to be Proactive vs. Reactive in Scheduling Your Contact Center

At the Society for Workforce Planning Professionals (SWPP) Annual Conference, they held two, rapid fire, 60 ideas in 60 minutes sessions for tips and techniques in workforce management. I noticed a couple of themes in the 120+ ideas presented. This is the first in a series of three blogs.

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