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    Customer Service Evaluation: 11 Metrics to Monitor

    A successful contact center requires constant evaluation to ensure that all agents are working to the best of their abilities—and delivering the best experience for the customer....
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    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) 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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    Successful Call Center Leaders Have These 15 Common Skills

    Call centers play a significant role in customer experience, and call center leadership plays a big...
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    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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    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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    Call Center Burnout, Depression Symptoms & How to Overcome

    Call center agents are under incredible pressure. They work in a noisy environment with high...
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    11 Call Center KPIs for Customer Satisfaction CSAT

    Customer satisfaction is make-or-break for any organization, especially a call center. If you don’t...
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    Customer Service Performance Review Phrases and Examples

    Performance reviews can be unnerving. But they don’t have to be. Performance reviews can be an...
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    The GROW Methodology for Contact Centers

    Contact center coaching is an essential way for agents to improve their performance and boost...
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