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SERVICE AGILITY

Tech Worth Following, 2018 Edition

Originally published in Contact Center Pipeline, August 2017 OK, let’s set the ground rules. We are interested in defining contact...

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Tech Worth Following, 2018 Edition

The SBR Balancing Act

Budget Prep for Next Year

One and Done: First Contact Resolution

The Moment of Truth

Closer to the Customer

Agent Attrition: Time for a Change

To NPS or Not NPS

Setting Service Level Objectives

Managing the Smaller Contact Center

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