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    top 11 remote management strategies

    11 Tips for Remote Call Center Management

    Even before the COVID-19 pandemic, 50% of the workforce worked in some sort of telecommuting role, and 80 to 90% would like to work remotely (at least part-time), according to...
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    effective contact center qa practices

    Call Center Quality Assurance Program Best Practices

    In order to provide high-quality customer service, it’s essential that you standardize processes...
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    stronger cx through emotional intelligence

    The Importance of Emotional Intelligence in the Contact Center

    When you invest in customer experience, you have a clear competitive advantage. This can be...
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    consistent customer service, any situation

    How to Keep Delivering Great Customer Service in Any Situation

    With the COVID-19 pandemic growing day by day, businesses around the world are finding themselves...
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    8 ways to prevent agent burnout

    8 Ways to Avoid Call Center Agent Burnout During a Crisis

    The coronavirus has changed work as we knew it for the foreseeable future. Many companies have...
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    scorecards enhance customer experience measurement

    Measuring Customer Experience: Metrics and the Benefits of Scorecards

    Customer experience (CX) might be the most frequently used term in the customer service industry....
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    7 skills for call center managers

    Learn to Be a Better Call Center Manager with These 7 Skills

    High quality leaders are the backbone of every organization. Unfortunately, 77% of organizations...
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    measuring emotions in customer experience

    How To Measure Emotive Customer Experience in Call Centers

    Forrester recently reported that in 17 out of 18 industries, customers areinfluenced more by how...
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    top 7 customer experience fixes

    How to Improve Call Center Customer Experience: 7 Steps

    A customer's experience (CX) when contacting a company’s call center can be the differentiator...
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    feedback that improves call quality

    How to Give Call Center Quality Feedback That Works

    Feedback is something that many people dread receiving and giving. For some reason, we believe that...
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