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Healthcare organizations face a unique challenge when it comes to delivering seamless patient experience – i.e. ensuring the accuracy of the patients’ medical records exchanged during live interactions. A patient

Performance monitoring in a call center is an essential activity that enables agents track their performance, analyze metrics, and ensure efficient operations. The call center wallboard is a valuable tool

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Research shows that companies in the US alone suffer losses of $62 billion yearly due to poor customer service. Customer expectations are rising, with demands for greater personalization, faster service

The days of single-channel customer engagement and support are long gone. Today’s smart, digitally-savvy customers demand engagement and support via their preferred channels, as well as seamless channel-switching and personalized

In the modern computing era, software integrations are extremely common. This era is characterized more by applications that can “play well” with other applications, rather than stand-alone applications that only

Automation is leading us to a world that was once only imagined as possible in science fiction, with its transformative effects being felt virtually across every industry. The arrival of

According to a Gartner survey, customer experience has become a key differentiator for more than 65% of companies. Many organizations are now competing solely based on how they improve their

Learn about NovelVox’s newest features and updates, all of which can help you deliver a better agent and customer experience. Technology drives better experiences, but only when presented in the

According to research by Jeff Toister, 59% of contact center agents are at risk of burnout. Poor in-office engagement, unmanageable workloads, and zero visibility into performance metrics can seriously affect