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    How to Avoid Call Escalation in Call Centers?

    Many customers who are dissatisfied with the level of service ask call center agents, "May I talk to your supervisor?" Given the nature of customer service, escalation calls are...
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    Top 8 Call Center Assessments for Better Hiring

    A call center is essential to a company's operations since it is the hub for engaging customers,...
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    What is Customer Retention Rate and How to Calculate it?

    Have you ever wondered how many customers come back and use your services or buy your products?...
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    Getting Your Quality Assurance Report Right

    Information is power. Today, you can access any information you want with the click of a mouse and...
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    The Complete Guide on Probing Questions in Customer Service

    Customers do not always get to the heart of their problem in contact with customer service agents....
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    Leveraging Customer Obsession to Drive Business

    Call centers are driven by customer obsession. Everything we do, from onboarding to agent coaching,...
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    IVR Payments and Your Business

    Dealing with billing issues can be a major call center customer service hurdle, even for the most...
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    All about Call Center Burnout, Depression Symptoms & How to Overcome

    Call center agents are under incredible pressure. They work in a noisy environment with high...
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    What is CTI and why is it important for Contact Centers?

    Call centers need to invest in innovative, automated technologies to keep them competitive and...
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    Why Is Quality Assurance Important in Contact Centers?

    If you are looking to improve the customer service standards in your call center, there are a few...
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