Microsoft Excel’s new text functions make working with strings a breeze.
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Month: October 2022
Learn technical project management for less than $20
These four software development courses in this training bootcamp will teach you the fundamentals you need to know, including Python and extreme programming.
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Knowledge Rocks – Knowledge is Power
In primary school, you tapped into a wealth of knowledge that you’re still able to instantly and effortlessly access. Two times two equals four. The Roman invasion. Magna Carta. The Industrial Revolution. This is essential, schoolhouse knowledge management. In your contact centre, knowledge management (KM) is instant gratification for customers along their journey. KM is …
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7 Trainable Soft Skills for Outstanding Agents
It’s Saturday morning, and your customer has an issue. They pick up the remote—er, phone—and dial the number to your support line, expecting instant gratification. There’s only one problem: Your customer might not get connected with the agent they expect. Will they be a knowledgeable one? Will they be understanding and empathetic? Or will they …
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The Ultimate CX Agent Guide: How to be the ‘Employer of Choice’ and not an Internet Meme
Customers embraced technology to manage all aspects of daily life and set off a digital disruption that forever changed how businesses interact with them. To meet new customer expectations, businesses adopted hybrid models that emphasise connecting with customers in digital channels and face-to-face. Not only do customers want you to be as digitally fluent as …
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The Inner Circle Guide to Agent Engagement & Empowerment
Engagement is about giving agents the environment, culture and systems to reach their potential, encouraging them to care about their customers and ultimately, the aims of the organisation in which they work. Empowerment implies trust in these agents, and an acceptance that some of the tight control that has been a feature of traditional contact …
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Demo file: How to use the new TEXTAFTER() and TEXTBEFORE() functions in Microsoft Excel
This is the demonstration file to accompany the article, How to use the new TEXTAFTER() and TEXTBEFORE() functions in Microsoft Excel by Susan Harkins.
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2022 State of Operational Technology and Cybersecurity Report
The 2022 State of Operational Technology and Cybersecurity Report, now in its fourth annual iteration, finds that organizations are still moving too slowly toward full protection of their operational technology (OT) assets. Based on a global survey of more than 500 operational technology (OT) security professionals, this year’s report finds that while OT security has …
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Consumers care about their data: Learn how to automate privacy and compliance efforts
Consumer data compliance and privacy are growing in importance. Learn how to automate compliance efforts here.
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The numbers speak volumes: 94% of business leaders find AI critical to business success
Deloitte’s State of AI report finds that, even as deployments increase, outcomes are lagging. Here’s what leaders need to do to produce better outcomes.
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