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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 facing a crisis, unlike anything they’ve ever seen before. The situation is...
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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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    first call resolution explained simply

    First Call Resolution: What Is It and How Do You Measure It?

    Call centers are all about customer service, and one of the hallmarks of top-notch service is a...
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    Gap Analysis for Individual Training in the Call Center

    A call center is a dynamic organization - always growing, always improving - for the benefit of the...
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    tips for efficient call center management

    10 Expert Tips for Efficient Call Center Management

    If you want to have a prosperous and productive call center, it has to start from the top down....
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