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Exhibitors Make Announcements Prior to ICMI Contact Center Expo & Conference Taking Place Next Week - PR Newswire (press release)

Exhibitors Make Announcements Prior to ICMI Contact Center Expo & Conference Taking Place Next Week
PR Newswire (press release)
SAN FRANCISCO, May 2, 2016 /PRNewswire/ -- The International Customer Management Institute (ICMI) today previews announcements in anticipation of its Contact Center Expo & Conference taking place next week. The event will offer valuable content ...

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Tips to Balancing Contact Center Automation Costs and Quality - Destination CRM

Destination CRM

Tips to Balancing Contact Center Automation Costs and Quality
Destination CRM
He hung up and called back several more times, and each time, the automatic call routing system placed him on hold for up to 10 minutes or prompted him to leave a voicemail message. Other veterans calling the Veterans Crisis Line, a 24-hour call center ...


5 Signs a call center doesn't value customer insight - Customer Think

5 Signs a call center doesn't value customer insight
Customer Think
However, because call centers often deal with so many calls and queries, they often lose sight of the importance of genuine listening. And once they do, they fall into the trap of meaningless routine transactions, rendering them deaf to useful customer ...


What are the best new skills for contact center managers? - TechTarget

What are the best new skills for contact center managers?
TechTarget
Contact center managers now lead more diverse organizations and head teams with employees from many generations who have different communication styles and priorities. This diversified workforce provides value in the ability to better represent a ...

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Google News
Milan board discusses 911 call center consolidation - Quad-Cities Online

Milan board discusses 911 call center consolidation
Quad-Cities Online
MILAN -- The future of three 911 call centers, including the one in Milan, is up for vote today. A mandate from the state of Illinois calls for a reduction in 911 call centers. Today's vote by Rock Island County's Emergency Telephone System Board (ETSB ...