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Resources

White Papers

Improve Healthcare Productivity

Toward a Customer Experience Hub (Contact Center Pipeline)

Building Blocks for The Dynamic Contact Center (Calabrio)

Humanize the Workforce-Eight Ways to Retain Your Top Talent (Teleopti)

Understanding How Interaction Analytics Can Reduce Agent Attrition (CallMiner)

Contact Center Compliance Under The Biden Administration (NICE)

E-books

The Future of Cloud Software in Your Contact Center (Aspect Software)

Happy Agents, Happy Customers (Aspect Software)

Legal and Regulatory Impacts of the Coronavirus on the Contact Center (NICE Systems)

Customer Care in The Digital Age (Jacada)

 

Dick’s Articles

Verint Shines With Its Customer Focus During Analyst Days

Bot Versus Agent—You Need Both!

SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX

Three States Lead the Way in Consumer Privacy Protections

From Workforce Optimization to Workforce Engagement Management 

Lessons from your friendly neighborhood public service employees

Biden Administration Impact On Contact Centers

Voice Biometrics – Next Must-Have Technology for Contact Centers

Contact Center Recruiting Tap Into The Older Workforce

Legal & Regulatory Developments in 2020, What to Expect 2021

Expert Advice – Now That CCPA Is in Effect Are You Ready

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