Call Center Industry News
EPIC Connections Adds GOLD Certified Implementation Partner Status to Its Portfolio of Contact Center Service Offerings
As a NICE inContact partner since 2010, EPIC Connections has continuously evolved its service offerings to meet the needs of NICE inContact clients. Recently, EPIC was recognized by inContact as a GOLD Certified Implementation Partner for providing high quality...
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The Right Call Center Location: Site Visits, Due Diligence, and Driving to a Final Decision
Building a new contact center in today’s global economy offers a world of location options that come with overwhelming amounts of data points for each country and city. So, how do you effectively evaluate call center locations and select the right destination to...
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Perseverance Through Rapid Change: EPIC Connections Celebrates 15 Years of Success as a Mainstay in Contact Center Consulting
The contact center industry is known for its constant hum of change punctuated by the rapid fire of new technology and a revolving door of providers. When I started EPIC Connections in my home office in 2003, I knew perseverance would be the first requirement for...
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The Right Call Center Location: Understanding Market Dynamics and the Sought After “Sweet Spots”
This is the second in a series of articles offering a guide to help your decision-making process. Read the first article here. Today’s global economy offers a world of call center location options that come with overwhelming amounts of data points for each country and...
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The Right Call Center Location: A Guide for Evaluating Cities and Countries
Preparing a Roadmap to Best-Suited Cities The U.S., the Caribbean, the Philippines… today’s global economy offers a world of call center location options that come with overwhelming amounts of data points for each country and city. It’s easy to get lost trying to...
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Call Center Robotic Process Automation: Three Principles to Consider
Are you confused by all the hype around Robotic Process Automation? Do you have nightmares of Alexa taking over your workplace and having to slowly shut her down like Hal from 2001: A Space Odyssey? According to Harvard Business Review, “A recent survey indicates...
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Evaluating Call Center Companies: Three Elements of a Trusted Partner
When evaluating call center companies, there are three main areas that mark a partner as trusted: industry and process expertise, relationship strength, and operational strength. Here are some buyer criteria and questions to ask to help you evaluate whether your potential provider hits the mark.
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AI Increases Self-Service Expectations: How You Should Respond
While chat, text, and social media are all the rage in customer service, consumers are actually turning back to voice as their favorite way to communicate with companies. The emergence of popular digital assistants like Google Home, Alexa, and Siri ignited this shift....
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Evaluating Call Center Companies: A Baseline Test
Call center outsourcing companies may appear all the same on the surface, so it’s important to tease out the differences. EPIC Connections has helped companies across many industries seamlessly navigate the outsourcing partner selection and RFP process, identifying...
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Omnichannel Expertise: EPIC Connections and SmartAction Presented with Collaboration Award from NICE inContact
EPIC Connections, a global customer engagement and contact center consulting company, announced today that it received the Collaboration Award from NICE inContact, a leading provider of both cloud and on-premise enterprise software solutions. The shared award was...
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Cloud Communications: The Instrumental Enabler of the Mobile, Remote and Millennial-Dominated Workforce
The way we work is undoubtedly changing. Whether it’s a shift in the market or different business model, new generational trends, or updates in technology, these changes create a variety of communication challenges for organizations and their IT leaders. Employers are...
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From Brick & Mortar to At-Home Agents: The Challenges, Process and How to Get Started
The benefits of a home-based agent model are undeniably exciting. From cost savings to reduced attrition, the work-at-home agent model is attractive to say the least. However, deploying it in a way that is successful for both business and agents can prove challenging....
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How to Get Started with Customer Journey Mapping
If you’re looking to reduce customer effort (CES), increase customer satisfaction (CSat), and improve Net Promoter Score (and who isn’t?), mapping the customer journey is an essential step towards success. Improving the customer journey has the potential to not only...
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4 Ways to Get the Most Out of Cloud-Based Technology
The “cloud” has been part of the contact center lexicon for nearly a decade now; but only in recent years have organizations truly realized the benefits of a cloud-based approach. In the last two years alone, the adoption rate of cloud contact centers has increased by...
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Within Three Years AI Will Dominate Call Centers. Are You Ready?
Learn everything you need to know about artificial intelligence in the Call Center: why you need it, where to use it, and how it impacts the customer experience. Watch...
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How IVR Optimization Can Reduce Costs and Improve the Customer Experience
Not convinced? Here are 4 key call center metrics that improve dramatically when the IVR is enhanced: 1. Spikes in Call Volume Are Smoothed Out Sometimes call centers take the work of an IVR for granted. Do you know how many calls are handled by the IVR that don’t end...
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