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    how to improve dsat score

    What is Your DSAT Score and How to Improve it

    DSAT, the evil twin of CSAT, is another useful contact center metric. It may not feature in the discussion as often as big hitters like CSAT, NPS, and CES, but it can be an...
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    how get call center staffing right

    The Magic Number, Getting Call Center Staffing Right

    An effective staffing strategy can serve as the foundation for a successful contact center, keeping...
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    create great call center assessments

    How to Create Great Call Center Assessments

    With customer expectations growing, demand surging, and technology evolving, the scope of call...
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    11 best customer service books

    A Definitive List of the 11 Best Customer Service Books

    Excellent service is foundational to the success of a call center and while books may not be your...
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    new call center training strategies

    The 7 New Call Center Training Strategies You Need to Know

    Call center training is an ever-evolving challenge for industry leaders. Agents are tasked with...
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    getting results with call center surveys

    Getting Results with Call Center Surveys

    For honest feedback, there is no better source than the customer. Listening to the Voice of the...
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    tackling call avoidance in call centers

    Tackling Call Avoidance in Call Centers

    Call avoidance is a common problem in the contact center world and, if we’re being honest, an...
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    what to say instead of saying sorry

    What To Say Instead of Saying Sorry in Call Center

    In a call center environment, sorry is the default setting. It’s only natural that agents will...
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    what is call abandonment rate and why does it matter

    What is Call Abandonment Rate and Why Does It Matter?

    Call abandonment rate refers to the percentage of customers who hang up before they are connected...
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    why call center consumer affairs complaints are opportunities

    Why Call Center Consumer Affairs Complaints Are Opportunities

    In the age of social media, customers have a platform to vent their frustrations 24 hours a day,...
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