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10 Pitfalls to Avoid to Improve Your Call Center Training
The contact center can be a high-pressure environment. Customers want quick answers, efficient resolutions, and impeccable service—and agents are expected to deliver every time....
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Scorebuddy Coaching: The Next Big Step in Call Center QA
Rising customer expectations, demanding performance targets, emerging new technology—working in a...
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How Integrated Call Center Coaching Boosts Agent Engagement
Swapping traditional coaching methods for integrated call center coaching brings a wide range of...
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Call Center Outsourcing Costs and Benefits: Is It Worth It?
Call center outsourcing is an increasingly popular way to deliver cost-effective customer support,...
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Call Center Gamification: 7 Simple Tips to Boost Agent Engagement
In the high-pressure call center industry, agent engagement is a persistent challenge. Reps are...
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The 8 Best Ways to Use Call Center Sentiment Analysis
Call center sentiment analysis is essential for fully understanding how your customers are feeling....
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Why Quality Assurance Is Call Center C-Suite’s Secret Weapon
We live in a data-centric world. From financial forecasts and interaction data to CRMs and WFM,...
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Boost Call Center Agent Training with the Power of AI
In 2022, the global AI market reached $136.55 billion. With such a rapid expansion of AI across...
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How to Ensure Call Center PCI Compliance and Save Thousands
In 2006, five major credit card companies established the Payment Card Industry Data Security...
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