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    recruit with emotional intelligence focus

    Hiring for Customer Service Soft Skills & Emotional Intelligence

    To be successful in a call center, agents must be able to deal with a high volume of angry, confused, and frustrated customers. They must be able to follow a script, but also...
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    why scorecard templates can fail

    7 Reasons Why a Call Center Quality Scorecard Template is a Bad Idea

    People forget that spreadsheets were developed as computerized replacements of paper accounting...
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    create incentive program in 8 steps

    Guide: How to Create a Call Center Incentive Program in 8 Steps

    Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend...
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    manage customer inquiries more effectively

    6 Ideas to Effectively Manage Customer Service Inquiries

    The number one way to impact the level of trust your customers have with your company is by...
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    improve contact center customer service

    Tips for Improving Customer Service in Contact Centers

    This blog has been updated on March 2019 Customer experience (CX) is often classified as an...
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    voicemail and callback experience compared

    Voicemail vs. Callbacks: Impact on Call Center CX

    Customer experience executives in all types of organizations continually evaluate call center...
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    biggest call center challenges solved

    The Biggest Call Center Challenges and How to Solve Them

    A successful call center is a competitive advantage. It is a key differentiator for many companies...
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    center agent engagement and company's mission

    Call Center Agent Engagement and Your Company's Mission

    “Why does my job matter?” Every employee asks that question at some point or another, often during...
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    optimizing strategic call center qa framework

    Evolving a Strategic Call Center QA Framework

    There are no shortage of reasons why call center quality assurance is a necessity, and improving...
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    contact center tool evaluation guide

    14 Questions to Ask When Selecting a Contact Center Tool

    When choosing a contact center QA tool there are many questions that need to be answered before you...
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