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    improve contact centers using ai

    How AI Text Analytics Can Improve Contact Center Quality

    As a contact center quality assurance manager, you’re constantly working to improve efficiency, increase productivity, facilitate growth, increase customer satisfaction, and build...
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    pros and cons of outsourcing

    6 Benefits and Challenges of Call and Contact Center Outsourcing

    Many companies believe the only way to ensure exceptional customer experiences is to handle all...
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    understanding customer journey in calls

    Understanding the Call Center Customer Journey

    The best call centers put themselves into the minds of their customers. They take the time to learn...
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    agent skill strengths and gaps

    12 Call Center Agent Strengths and Weaknesses

    Agents are the heart of any call center. They're your first line of contact with your customers,...
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    reduce survey fatigue, get feedback

    7 Tips to Reduce Customer Survey Fatigue & Still Get Feedback

    Do your customers love your product and service? What do they think about your brand, staff, and...
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    understanding aht in contact centers

    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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    delight customers with empathetic service

    Call Center Customer Service Tips: Delight Customers with Empathy

    The goal of every organization should be to keep customers happy. It’s the definition of quality...
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    enhancing cx through contact crm

    Call Center Customer Relationship Management and Customer Experience

    Today’s companies rely heavily on customer relationship management strategies to stay competitive...
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    text analytics for call centers

    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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    designing strong customer service scorecards

    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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