News and resources from the CONTACT CENTER INDUSTRY

If you want to be an insider in the contact center industry, Gamechangers is perfect for you. This is a compilation of incredible articles and comments from top experts and industry leaders that give you amazing advice and insightful information about the call center experience.

Building solutions to solve problems within the business ecosystem, with Hemanth Gorur from CGI

Tune in & Join a lively discussion on:

?? Digitalization: CGI's Approach to Tech and Clients

?? The focus on event-driven journey orchestration

?? Breaking down silos with secure cloud strategies

?? Understanding your customer: Omnichannel vs. Optichannel

FCC Adopts Notice of Inquiry On Non-IP STIR/SHAKEN

In its October 27, 2022, Open Meeting, the FCC discussed a proposed?Notice of Inquiry?(NOI) regarding the adoption of STIR/SHAKEN on non-IP networks.?According to the FCC, this Notice of Inquiry would:

How to Achieve Customer Engagement with Call Center Technologies??

For call centers, customer engagement is a proxy for the quality of the relationship between their business and their client. What are the most effective call center technologies for increasing customer engagement??

5 benefits of workforce optimization in contact centers

In an industry with high turnover, contact center leaders must engage with their agents. Workforce optimization tools can help improve employee satisfaction and productivity.

Contact centers use workforce optimization applications to gather and analyze customer feedback and agent performance data. This analysis helps CX leaders find ways to improve agent performance and, ultimately, boost business metrics.

How to manage a multi-generational team | Lesson 14?

The workforce is changing. It brings a lot of opportunities to learn, grow and innovate but also challenges, expectations, and working styles - and managing a generation gap is one of them. In this episode, Steve shares some tips and advice from his leadership experience so that you can create an environment that is both productive and inclusive for everyone. Check this easy-to-understand and critical-to-know 20 minutes of leadership advice!?

How to Increase Sales Performance in Outbound Contact Centers Using AI-Powered Data Analytics:

Get the recording & Revisit the main topics:

?? Crucial data points for contact centers and how to leverage them

?? Effective vs. Ineffective outbound sales processes

?? Strategies and tools to optimize outbound sales

?? The impact of using AI-powered data analytics on sales and overall business performance