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Call Center Metrics, Platforms and News
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How to Give Call Center Quality Feedback that Works
Feedback is something that many people dread receiving and giving. For some reason, we believe that if we are getting feedback, or if we are in need of training, we must be doing...
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Gap Analysis for Individual Training in the Call Center
A call center is a dynamic organization - always growing, always improving - for the benefit of the...
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10 Expert Tips for Efficient Call Center Management
If you want to have a prosperous and productive call center, it has to start from the top down....
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How to Fix the 15 Mistakes Your Call Center Agents Make
Life is a constant learning process. We’re never at the end of the journey, and there’s always some...
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How to Measure Emotional Intelligence in Customer Service Employees
According to a recent Forrester report, how a customer feels about a product is more important than...
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Soft Skills Training 101: How to Develop Soft Skills in Customer Service
Soft skills are one of the foremost predictors of call center performance and agent success. In...
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Hiring for Customer Service Soft Skills and Emotional Intelligence
To be successful in a call center, agents must be able to deal with a high volume of angry,...
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10 Call Center Training Games that Improve Employee Engagement
Only 13% of employees worldwide are engaged, according to a Gallup poll. And that’s a problem....
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Live Chat Quality Assurance Best Practices
Today’s customers are not as enthusiastic about phone calls as previous generations. While...
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How QA Scorecards Create Stronger Regulatory Compliance
Contact center regulatory compliance impacts every aspect of your business. The fact is that...
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