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    Using Scorecards for Effective Quality Monitoring in Call Centers

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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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    11 Powerful Functions of Quality Assurance in a Contact Center

    Are you maximizing the use ofquality assurance in your call center? Most often, quality managers...
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    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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    25 Key Features of Call Center Quality Management Software

    Once you determine that you need call center quality assurance software for the success of your...
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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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    12 Call Center Technology Trends to Follow This Year

    To keep pace with changing customer demands, call center technology is constantly evolving. The...
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    10 Tips to Boost Contact Center Operational Efficiency

    In our fast-paced world, first impressions matter, and they have a significant impact when dealing...
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    A Simple Guide to Integrated Call & Contact Center Coaching

    Contact center staff are feeling the pressure. 90 percent of service leaders believe that customer...
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