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30th Anniversary Special Edition Content

3 Common Contact Center Myths Debunked

No one uses the phone anymore. Being a contact center agent is a dead-end, mindless job. The customer service team is entry-level. These are just a few of the common misconceptions about... Read More

Conducting Effective Quality Calibrations

Calibrations should be a part of any relevant quality program, but they are often overlooked or placed on a back burner. Regular calibrations ensure that everyone has the same understanding of what... Read More

How Languages Impact Customer Experience

Customer experience is the new battleground for organizations. By 2020, CX will overtake price and product as the key brand differentiator. And according to Gartner, 89% of companies expect to compete mostly... Read More

10 Things Senior Level Managers Must Know About Contact Centers

Back by popular demand! It’s budget time ... does your organization’s leadership team understand your contact center? If you’re like many across the contact center profession, you’re about to enter the budgeting... Read More

How to Handle Social Media Complaints with Confidence

What’s the best way to handle social media complaints with confidence? A staggering 879 million complaints are posted each year on social media by consumers.  Some people rant because they can, or... Read More

10 Tips for Serving Customers Via Social Media

According to ICMI research, more than two-thirds of contact center leaders acknowledge that social media is a vital channel for customer support. Despite that realization, less than half of contact centers today... Read More

The Truth About Attrition in the Contact Center

At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but... Read More

Four Effective Agent Hiring Strategies

Hiring and retaining high-performing agents is a concern for just about every customer care organization, even those with low turnover. The growth of the omnichannel contact center is increasing the competition for... Read More

How Can Businesses See the Person Behind Every Interaction?

You’re a customer service guru. Where others see simple data points like handle time and NPS, you see real people with real problems that need solving. So let’s look at a real... Read More

How to Collect and Respond to CSAT Data

Do you know what your customers really think about your service? How does your team measure and improve CSAT? How do you get more customers to offer their honest feedback? These are... Read More

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