Operational Challenges in the Call Center Industry
There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. From actively keeping track of shifts in the industry’s...
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5 Call Center Training Best Practices
Great customer service agents form the backbone of every successful call center operation. However, enthusiasm, commitment and top-notch performance on the job are not cultivated in a vacuum....
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Call Center Metrics Best Practices
Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center...
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Call Center Statistics You Should Know
As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and...
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Sentiment Analysis Tools Buying Guide
Sentiment – it’s more than a nine-letter word for a thought backed by passion or feeling; it’s also a leading cause of crises in consumer relations. Sentiment as it pertains to your customers...
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Examples of Customer Engagement Strategies & Tips from the Pros
Customer engagement plays a pivotal role in every business’s operations, and as such, it is a hot topic in today’s customer experience discourse. Heightening customer engagement involves tailoring...
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What is Employee Experience? Definition & Best Practices
Most business invest time, effort and scrutiny on the customer experience. However, its internal equivalent – the employee experience – receives far less attention than it deserves in many...
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