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3 challenges global tech companies face due to legacy phone systems—and the fix 3 challenges global tech companies face due to legacy phone systems—and the fix Highlights: Relying on outdated legacy phone systems creates needless challenges for tech firms Here are three struggles global tech company TechnologyOne faced as a result of its aging system—and …

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What is employee engagement? Why is it important for a company’s success? What is employee engagement? Why is it important for a company’s success? We’ve heard a lot in recent years about the importance of employee engagement. Managers today realize that employees don’t respond to being hectored or browbeaten.  Instead, they need to be treated …

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4 digital transformations to expect in 2021 4 digital transformations to expect in 2021 Highlights Cybersecurity is a growing concern as more permanently work from anywhere 5G will enable high-quality video conferencing from virtually anywhere Businesses continue to forgo on-premises systems in favor of cloud communications The Internet of Things (IoT) will facilitate smarter offices …

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How agents and supervisors can adjust to the post-COVID-19 ‘new normal’ How agents and supervisors can adjust to the post-COVID-19 ‘new normal’ Before the pandemic, most agents had their own routine. By day, they would work in a brick-and-mortar contact center and align their job schedule with other non-work activities. Then the pandemic happened, turning …

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How to embark upon the digital expansion of your support team How to embark upon the digital expansion of your support team Thriving in today’s economy requires talking to customers wherever they are. Delivering support via phone might have been enough in the past, but today’s tech-savvy customers want as many channels of communication as …

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Are office workers the next digital nomads? Are office workers the next digital nomads? With office workers everywhere working from home, some wonder if they could reshape their lives and become “digital nomads,” or location-independent workers who use telecommunication technology to do their work. Ulrike Lemmin-Woolfrey, who grew up in Hamburg, hasn’t lived or worked …

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4 essential checklists for real estate agents hosting virtual open houses 4 essential checklists for real estate agents hosting virtual open houses Believe it or not—there were hundreds and thousands of homes being sold across the United States in 2020,1 with a good majority of them being purchased without the buyer ever setting foot in …

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Contact center supervisors taking on new responsibilities Contact center supervisors taking on new responsibilities The COVID-19 pandemic has forced companies to make previously unthinkable decisions. T-Mobile, for instance, had to send home thousands of its support agents. Individual contract centers were broken apart and a new kit and home office tools were distributed to over …

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Collaboration & (over) communication at your remote call center Collaboration & (over) communication at your remote call center Long gone are the days when working at a support desk meant dealing with repetitive but simple tasks. Today’s customer queries are far more complex. People now expect agents to help with billing problems, shipping delays, and …

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