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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 call center can be challenging. How can you get your agents performing at their...

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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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5 Big Call Center Security Threats (And How to Mitigate Them)

83 percent of companies will face a data breach at some point. Given that contact centers often...

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Customer Service Performance Review Phrases and Examples

Performance reviews can be unnerving. But they don’t have to be. Performance reviews can be an...

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Contact Center Insights: Elevating Customer Interactions

The contact center is the beating heart of every organization. It’s at the forefront of customer...

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A Simple Guide to Integrated Call & Contact Center Coaching

Contact center staff are feeling the pressure. 90 percent of service leaders believe that customer...

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