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The SAS Call Center blog
The blog for customer service tips, call center trends, and to learn more about what’s happening in the call center industry. Enjoy advice, how-tos, and amazing insights from the top people in call centers. You want to level-up your call center operations. We can help.
The top 5 tools for successful omnichannel customer journey management.
As companies introduce newer channels of customer interactions, the biggest mistake they make is not integrating them. As a result, there will be different teams with different backend software handling different channels. And what’s missing is a holistic view of the customer’s journey along
Leveraging Speech Analytics in the Call Center for Enhanced Business Profitability.
With the advent of multi-channel contact centers, businesses are able to engage in consistent and contextual interactions with their customers. However, analyzing these interactions to garner insights that will enhance profitability still presents a challenge for most businesses. While first generation analytics focused on
911 Emergency Call Center – Friend or Foe?
Scenario 1. You’re vacationing in New Orleans when you are stung by a bee and your airway begins to swell. You need a shot of epinephrine right away, so your spouse dials 9-1-1. Scenario 2. It’s July in L.A. You’re having a barbecue out
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