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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 struggle to find people who can lead. Without a solid leadership team, companies...
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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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    fix the 15 mistakes your call center agents make

    How to Fix the 15 Mistakes Your Call Center Agents Make

    Life is a constant learning process. We’re never at the end of the journey, and there’s always some...
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    measure emotional intelligence in agents

    Measuring Emotional Intelligence in Customer Service Agents

    According to a recent Forrester report, how a customer feels about a product is more important than...
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    soft skills for service excellence

    Soft Skills Training 101: How to Develop Customer Service Soft Skills

    Soft skills are one of the foremost predictors of call center performance and agent success. In...
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