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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 part of the work. There are many tasks an agent must complete once that phone...
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    all about customer service evaluation

    All You Should Know About Customer Service Evaluation

    Evaluating customer service in today's competitive world is essential for business growth. Customer...
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    call center contest ideas for boosting morale

    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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    best ways to recognize employees

    14 Surefire Ways to Recognize Employees

    It is good to acknowledge everything employees do; however, too many compliments may appear fake!...
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    call center quality assurance guidelines

    Top 10 Call Center Quality Assurance Guidelines

    According to studies, the phone is the most frustrating customer service channel for US internet...
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    best ways to improve call center quality

    11 Ways to Improve Call Center Quality

    It’s well known that the phone is one of the most frustrating customer service channels for US...
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    go above and beyond as a service team leader

    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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    best customer service empathy statements

    Best Customer Service Empathy Statements: 35+ Examples

    Putting yourself in your customer’s shoes isn’t always easy, especially if they are frustrated. ...
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    getting your quality assurance report right

    Getting Your Quality Assurance Report Right

    Information is power. Today, you can access any information you want with the click of a mouse and...
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    Leveraging Customer Obsession to Drive Business

    Call centers are driven by customer obsession. Everything we do, from onboarding to agent coaching,...
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