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    11 best customer service books

    A Definitive List of the 11 Best Customer Service Books

    Excellent service is foundational to the success of a call center and while books may not be your primary resource for training agents, there is huge demand for customer service...
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    new call center training strategies

    The 7 New Call Center Training Strategies You Need to Know

    Call center training is an ever-evolving challenge for industry leaders. Agents are tasked with...
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    getting results with call center surveys

    Getting Results with Call Center Surveys

    For honest feedback, there is no better source than the customer. Listening to the Voice of the...
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    tackling call avoidance in call centers

    Tackling Call Avoidance in Call Centers

    Call avoidance is a common problem in the contact center world and, if we’re being honest, an...
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    what to say instead of saying sorry

    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

    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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    simple steps for customer service motivation

    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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    11 customer service evaluation metrics

    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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    7 ways to fix contact center customer service

    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)

    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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