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The Real Cost of Poor Experience for Call Center Agents
We know that customer experience is one of the most crucial factors for your organization and …
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Minimize Your Call Center Reporting Error
Call center reporting has a lot depending on not just it’s timeliness, but also it’s accuracy. …
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Top Three Ways to Spread Holiday Cheer for Your Remote Call Center Agents
There is nothing quite like the hum of a contact center during the holiday season. Dozens …
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5 Contact Center Analytics That Benefit Your Marketing Teams
Data is everywhere and every department in an organization relies heavily on it. But how much of that data is actually shared across departments?
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The Importance of Data Visualization
Whether a new supervisor or a decades-long director, you know data is important. That much, we …
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The Importance of Internal Communication in Your Call Centers
Imagine: A call center that focuses on communicating with customers, but that doesn’t know how to …
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How to Help Agents Manage Call Center Stress
Work is hard, right? It’s kind of meant to be – hence the title ‘work.’ However, …
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How to Make Contact Center IVR Data Work for You
We know that as a contact center these days, you practically need to set up an …
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6 Tips to Improve Your First Call Resolution (FCR)
One of the most important call center metrics is the famous first call resolution, or FCR. …
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Improving Call Center Agent Experience With a Remote Workforce
For decades, call centers have operated in the same format: indoors, lots of desks, managers walking …
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Use Customer Experience Metrics to Boost Call Center Performance
“Customer experience is the next competitive battleground,” says Jerry Gregoire, former Senior Vice President and Chief …
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Contact Center Metrics: 6 Best Practices for Gathering and Applying Essential KPIs
Use these top call center metrics & KPIs to boost customer satisfaction, agent performance and efficiency.