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Read our blogTake a look at our blog posts about industry trends, technology news, and company updates. Stay informed and discover what shapes the world of technology today.
AI in Action: Highlights from the Contact Center Club’s Special Session
Discover how AI is transforming contact centers. Explore real use cases from the Contact Center Club's special session, including AI-powered chatbots, agent assist tools, and insights on enhancing customer experiences.
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Top 9 Contact Centers Trends for 2025
Discover the top contact center trends for 2025- AI, cloud migration, omnichannel support, and customer journey management. Learn how Baltic companies are transforming customer service for the digital era.
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Estonian Contact Center Club Launch
Discover the Estonian Contact Center Club – a new professional community for top contact center leaders, fostering Customer Experience excellence, sharing best practices, and mastering the latest CC technologies.
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The Definitive List of 29 Call Center Metrics and KPIs
Discover 29 essential call center metrics and KPIs, including First-Contact Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and more. Learn how to track key performance indicators (KPI) to improve success. Full list with explanations and formulas included.
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Contact Center Club's Visit to Booking Group
Highlights from the CC Club's visit to the Booking Group contact center: We learned how their global car rental support team manages daily calls and emails and explored AI-powered tools for conversation evaluation.
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Artificial Intelligence in Action
Learn how AI is streamlining management, bolstering security, and transforming customer and employee experiences in ways that are simple yet impactful.
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Contact Center Club's 1st Anniversary: A Year Full of Ideas and Value!
Contact Center Club Turns 1! From Genesys platform updates to innovative ideas for growth, learn how this community enhances business processes, technology adoption, and KPI success.
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6 Levels of Experience Orchestration
Learn how artificial intelligence is impacting the orchestration of customer and employee experiences. The article explores 6 development levels – from manual processes to universal automation – that help organizations optimize systems, processes and policies for future growth.
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