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    Tackling Call Avoidance in Call Centers

    Call avoidance is a common problem in the contact center world and, if we’re being honest, an understandable one. If an agent spends the day answering the phone to angry...
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    What To Say Instead of Saying Sorry in Call Center

    In a call center environment, sorry is the default setting. It’s only natural that agents will...
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    What is Call Abandonment Rate and Why Does It Matter?

    Call abandonment rate refers to the percentage of customers who hang up before they are connected...
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    Customer Service Motivation Made Easy: 7 Simple Steps

    Anyone who has worked in a customer service environment knows that it can be stressful, and keeping...
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    Customer Service Evaluation: 11 Metrics to Monitor

    A successful contact center requires constant evaluation to ensure that all agents are working to...
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    Why Your Contact Center May Lack Customer Service + 7 Ways to Fix It

    Excellent customer service has always been a key component of any successful contact center and,...
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    What is After-Call Work (ACW) and How to Improve It

    Interacting with customers is a vital part of a call center agent’s job. But phone calls are only...
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    The Complete Guide to Call Center Management: 7 Best Practices

    Call center management comes with its own unique set of challenges—high agent turnover, wildly...
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    20 Call Center Contest Ideas for Boosting Morale

    While most of us like our jobs at contact centers, the days can rapidly become routine!...
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    How to Go Above and Beyond as a Service Team Leader

    Leadership in any role is tough. In fact, 77% of organizations struggle to find effective leaders....
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