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    How to Analyze Contact Center Quality Monitoring Reports

    Are your customers happy with your service? Are your call center agents doing their jobs and meeting business goals? Is your call center as efficient, productive, and performing...
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    Types of Text Analytics: How They Improve Customer Experience

    Your contact center has a massive amount of unstructured text. From Tweets to Facebook comments, ...
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    Contact Center Average Handle Time (AHT): Is it Important?

    What makes a good customer experience? Is it the same as what makes a productive call center?...
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    Actionable Insights from Contact Center Data: AI Text Analytics

    Spare time is not a luxury many companies have. Most contact centers are overwhelmed with work and...
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    How to Use Agent Scorecards for Call Center Quality Assurance

    Customers have so many choices and can easily switch to another company, leaving businesses and...
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    How to Implement an Effective Call Center Quality Assurance Program

    Every customer service contact center has the same message for callers: “For quality and training...
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    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....
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    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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    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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    15 Call Center And Customer Service Script Best Practices

    Every call center manager knows that when agents start out, they need a script to follow when...
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