Dangers of not Having Call Recording in Utilities: Danger # 5 – Poor Liability Management 

Over the course of the last five posts (The 5 Dangers of Not Having Call Recording, Event…

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Dangers of not Having Call Recording in Utilities: Danger #4 – Misunderstanding the Customer Voice

Contact centers are continually tasked with goals, key performance indicators, and regulations. Management often uses grading and scoring of agent interactions with customers to guide best practices and standards.…

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Dangers of not Having Call Recording in Utilities: Danger #3 – Unproductive Agents

Customer service agents in public utility companies are a crucial part of customer service experience. Agents’ ability to communicate and resolve customer issues…

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Dangers of not Having Call Recording in Utilities: Danger # 2 – Unhappy Customers

Contact Center agents in public utility facilities engage in diverse and multi-faceted responsibilities. Agents communicate…

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Dangers of Not Having Call Recording in Utilities: Danger #1 – Event Management and Safety Tracking

  Events happen. Whether inclement weather, sudden surges caused by widespread use of AC during…

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Five Dangers of Not Having Call Recording in Public Utilities

As Utilities make strides in improving their operations and the customer experience, the need for tracking and recording…

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Yes! A cloud contact center is the right move to your business

Cloud technology solutions are one of the major trends in almost all industries. They provide multiple benefits  and…

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3 Ways A Cloud Contact Center Can Help Your Company Grow

This article was originally published in Due. Author: Miguel Noronha. A cloud contact center is…

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AI and chatbots: an illusion, evil, or a revolution?

“Silicon Valey and social media are the biggest criminals!” This is my translation of the title of…

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Contact Engagement Centers make more sense

This article was originally published in Destination CRM. Author: Miguel Noronha. Consumers are all too…

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Why should contact centers integrate WhatsApp as a customer contact channel?

1.5 billion users in 180 countries makes WhatsApp the most-popular messaging app in the world!!…

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“Identify the key moments of truth within your customer journey” recommends Altitude Software at MECC 2019

Strengthened Partner Ecosystem and Expanding Client Base Fuel Altitude Software Growth and Profitability in MENA…

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