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The Case for Proactive Outbound Notifications in Healthcare Contact Centers

This post originally appeared at Healthcare Facilities Today As technology advances, contact centers need to keep evolving, especially in terms of being more customer-centric. In every sector, customers seek a more personalized experience, and most contact centers struggle to keep up with rising expectations for service. This is perhaps most evident in the healthcare sector, [...]

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Outbound Dialing & Compliance

Since the July 10th Declaratory Ruling on the TCPA, there has been a lot of talk about compliance in regards to outbound dialing. If this is a topic that’s been weighing on your mind, you’re not alone—professionals like you have felt the same confusion and unease surrounding the regulation since its announcement. At first glance [...]

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Are you Winning the Waiting Game?

The waiting game in contact centers is never enjoyable. In order to keep your company’s customer service ahead of the competition and provide an effortless experience for agents and customers alike, it’s essential to incorporate true predictive dialing. Your call center can earn a reputation as a smooth operator by providing customers with valuable information [...]

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Conversations with Customers—Outbound

I am David Colliver with Enghouse Interactive and have been around the enterprise and contact centers for over fifteen years. Needless to say, I’ve talked to a lot of contact center / customer service leaders and IT leaders. Through those conversations I’ve learned a lot of valuable insights that many people in similar roles could [...]

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Enghouse Expands Contact Center Solutions with the Acquisition of Information Access Technology

Headquartered in West Jordan (Salt Lake City), Utah, IAT is a dynamic company specializing in innovative communication technology which enables companies to design, execute and measure customer communication campaigns for a variety of marketing, customer care and payment processing markets. “IAT’s outbound communication and messaging products and hosted services are a great addition to our [...]

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