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    contact center coaching simplified

    A Simple Guide to Integrated Call & Contact Center Coaching

    Contact center staff are feeling the pressure. 90 percent of service leaders believe that customer expectations are higher than ever before, and it’s up to the agents to not only...
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    proving roi through customer experience

    How to Calculate the ROI of the Customer Experience

    Your customers are happy. Congratulations! You rank well on your Customer Satisfaction Score (CSAT)...
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    quality assurance in healthcare centers

    Quality Assurance for Healthcare Contact Centers

    As we all know, Quality Assurance is an essential part of any industry. From building cars to...
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    24 ways to boost remote accountability

    24 Practical Ways to RAMP Up Remote Work Accountability

    There’s no doubt: the world has gone remote. Even before COVID-19 emerged, remote work was on the...
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    live chat qa best practices

    Live Chat Quality Assurance Best Practices

    Today’s customers are not as enthusiastic about phone calls as previous generations. While...
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    Guide to Creating an Effective Omnichannel Customer Experience

    An effective omnichannel customer experience is more critical than ever. Is your brand ready to...
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    questions before buying qa software

    27 Questions to Ask Before Buying Call Center QA Software

    Selecting the right call center quality assurance software isn’t easy. It can be downright...
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    effective qa through speech insights

    Can Speech Analytics Deliver Effective QA?

    Your contact center and the teams that staff it are ultimately responsible for delivering a...
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    structure qa scorecards that work

    How to Build a Call Center QA Monitoring Scorecard

    This blog has been updated in June 2019 Positive customer engagement is a critical component of any...
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    better customer experience through quality

    How to Improve Your Quality Customer Experience

    Customer service teams are often the face of your company. Responsible for all direct personal...
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