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    text analytics for call centers

    Text Analytics for Call Centers: A Rich Source of Customer Insight

    Customers expect better support than ever before—no matter the channel they use to contact you. Whether they call your contact center on the phone or communicate via live chat,...
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    call center software case building

    How Managers Make Business Cases for Call Center Software

    As a savvy call center manager, you know how vital call center software is to your team’s success....
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    12 contact center tech trends

    12 Call Center Technology Trends to Follow This Year

    To keep pace with changing customer demands, call center technology is constantly evolving. The...
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    designing strong customer service scorecards

    How to Build a Great Customer Service Scorecard

    Nothing is more important than providing excellent customer service as a contact center. After all,
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    train using repeat call analysis

    Call Center Training Using Repeat Call and Root Cause Analysis

    When a customer contacts your call center, they are typically upset and looking for a solution to...
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    call center training software guide

    Call Center Training Software: The Guide

    Practical employee training is one of the more essential long-term investments you can make in your...
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    10 tips to optimize contact centers

    10 Tips to Boost Contact Center Operational Efficiency

    In our fast-paced world, first impressions matter, and they have a significant impact when dealing...
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    contact center coaching simplified

    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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    call center customer service guide

    Customer Service as a Differentiator: The Call Center Guide

    If you are struggling to differentiate your brand, what is one of the most important number one...
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    addressing top qa team challenges

    How to Solve the Top Challenges Call Center QA Teams Face

    A thriving call center is a competitive advantage. It is a crucial differentiator for many...
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