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A leading mobile operator committed to providing not only the best network but also the best customer service wanted to empower its frontline agents with the ability to understand how their own performance drives customer satisfaction.

Contrary to popular belief, dialers are not used just for telemarketing. The right dialer can turn any inbound contract center into a powerful blended contact center to help accelerate business growth. The challenge is selecting the best dialer for the task at hand. This guide will review different types of dialers, and help you decide which dialer is best suited for you. We will also look at compliance risks associated with using dialers along with the many benefits a dialer can deliver.

During this uncertain era, it is more important than ever for enterprises to drive efficiencies and productivity in their businesses. One of the best ways they can achieve these ends is by adopting robotic process automation (RPA). RPA bots will automate routine processes on behalf of human employees, allowing the business to ‘do more with less’ by enabling the human workforce to concentrate on other added-value activities.

Interactive voice response (IVR) systems are the gatekeepers to the contact center. As such, they set the tone for the entire interaction. Does your gatekeeper welcome everyone in with little friction, or is your IVR system more like the troll under the bridge, barring the way until customers answer the riddles correctly? Contact centers can meet self-service goals with their IVRs while still delivering good CX.

​In these challenging times your customer’s voice matters more than ever — but this information can get lost among everything else going on. Even if agents are distracted and issues are coming up, contact centers must provide the same level of satisfaction as they would have before. How can you prioritize excellent service no matter what’s going on in the world? Establish a Voice of the Customer Program.

The NICE User Group has named Marshall Kidd of eviCore its 2020 NUG Star for generously sharing his time and talents with the community. Read experts from the NUG Q&A to learn more.

There are numerous reasons to record calls, but leading the pack is quality. Call recordings play a central role in monitoring, measuring, and improving call quality. A quality management program without call recordings is like macaroni without cheese. The pair belong together.