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Resources

eBooks, Case Studies, Guides, and Webinars

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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 Customer Experience

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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soft skills training

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 Training

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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Contact Center Spreadsheets

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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Call Center QA Franeworks

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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improve cx and nps

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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