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Resources

eBooks, Case Studies, Guides, and Webinars

Guide to Creating an Effective Omnichannel Customer Experience

An effective omnichannel customer experience is more critical than ever. Is your brand ready to connect with your customers on ...
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The Ultimate Guide to Call Center QA eBook

This eBook provides a guide to understanding and implementing Quality Assurance (QA) tactics in the call center for more ...
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Call Center CX eBook

This eBook provides an overview of the most common challenges facing call centers, agents, and companies today. It also outlines ...
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Call Center Soft Skills Guide: How to Hire & Train Agents

Technical knowledge is one thing, but what really makes customers happy? Soft skills.
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Gap Analysis for Individual Training in the Call Center

A call center is a dynamic organization - always growing, always improving - for the benefit of the brand. The people who take on ...
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Why Spreadsheets Are Hurting Your Call Center QA + How to Upgrade

This eBook is designed for contact center management teams who are striving to create a more positive, efficient, and..
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How to Evolve Your Call Center QA Framework: A 3-Step Guide

Quality assurance is just about monitoring calls, right? Not quite. We know that QA has the potential to drive real business ...
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How to Use QA to Improve Call Center Customer Experience & NPS

Customer experience and Net Promoter Score are more than just metrics for call centers. Weak CX means customers that leave (and ...
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