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    manager's guide to qa framework

    QA Framework Guidelines Every Contact Center Manager Needs

    Since the pandemic, high-quality customer service has become more imperative than ever. Post-COVID, 59% of consumers consider customer experience the top priority when choosing...
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    contact center knowledge base guide

    How to Build a Knowledge Base in Your Contact Center

    Customer expectations are higher than ever, which means your contact center has to take support to...
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    preventing bad data in centers

    How to Avoid Bad Data in the Contact Center: 5 Critical Metrics

    High-quality customer care is a core tenet of your contact center’s success. According to a new...
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    key benefits of agent training

    11 Benefits of Call Center Agent Training

    There are few environments as competitive or time-crunched as a busy contact center. That's why...
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    ai helps clear ticket backlogs

    Using AI Text Analytics to Reduce Your Ticket Backlog

    Customer service is only getting more and more difficult. Customers expect more from businesses...
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    operational qa for contact centers

    Implement Your Call Center Operational QA Framework

    This is Blog #2 in our Contact Center Quality Assurance Framework Series. You can find Blog #1 here...
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    anatomy of excellent support calls

    The Anatomy of a Really Good Customer Service Call

    Your call center agents are key to your company’s success. They are the first point of contact with...
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    mastering call center management skills

    4 Ways Call Center Managers Can Improve Their Skills

    As a call center manager, it is your job to motivate, encourage, train, and help your agents in...
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    call center compliance and security

    Security Risks and Compliance in Call Centers

    The call center is your first point of contact with your customers. It’s your opportunity to build...
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    reduce survey fatigue, get feedback

    7 Tips to Reduce Customer Survey Fatigue & Still Get Feedback

    Do your customers love your product and service? What do they think about your brand, staff, and...
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