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Articles - Lauren Maschio

Lauren Maschio – Manager, Product Marketing Team at NICE.

Connect with Lauren on LinkedIn

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Time-Saving Hacks for Quality Monitoring

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Need to Reduce Call Transfers? Try These Approaches

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7 Effective Ways to Monitor Complaints

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Our Top Use Cases for AI in Customer Service

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Embrace AI to Improve Agent Performance and CSAT

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The Top 20 Webinars

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14 Best Practices to Streamline Your Incoming Customer Queries

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How Often You Should Seek Customer Feedback

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How to Get Stakeholder Buy-In

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How to Create and Manage an Automated Quality Process

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How to Create a Successful Analytics Program

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Recorded Webinar: 5 Sure-Fire Quality Monitoring Techniques

Recorded Webinar: New Thinking on Improving Quality

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How Are Call Centre Quality Programmes Evolving?

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Remote Working: How to Coach and Manage Quality

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The Right Way to Do Call Quality Monitoring

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The Top 15 Call Centre Quality Assurance Best Practices

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3 Best Practices to Eliminate Manual Quality Processes

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How to Use Quality Management Analytics in a Cloud Contact Centre

How Can I Monitor Quality Across all Contact Centre Channels?

How Do I… Manage and Schedule Multi-Skilled Agents?

How to Get Buy-In for… Workforce Management (WFM) Software

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Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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