Call Center and Contact Center Resources

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By: Rob Dwyer | Published: July 07, 2022

There's a line of thinking in the CX world that every customer wants to be "wowed," and that this is how you both gain loyalty and new customers. But what does "wowed"... Read More

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Support the Mental Health of Your Frontline Managers

By: Craig Idlebrook | Published: June 28, 2022

Every now and then, a friend of mine who manages contact center operations shares the reasons he has had a long day. It almost always has to do with a personnel crisis.... Read More

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Using KM to Onboard and Train Agents Remotely

By: Jarrod Davis | Published: June 27, 2022

Many of us don’t make the most of our existing tools and instead reach eagerly for a shiny new one. However, the software you already have often can serve other purposes. Knowledge... Read More

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Study Finds Employee Retention is the Functional Problem

By: Dana Casielles | Published: June 22, 2022

This article was originally published in nojitter, a partner publication. Workforce optimization platform Calabrio recently published its Health of the Contact Center 2021 report, which discusses the current state of the contact... Read More

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Constructively Use Chatbots to Augment Customer Experience

By: Rob McDougall | Published: June 21, 2022

As consumer demand continues to move away from traditional brick and mortar stores to retail-specific applications that enable 24/7 buying, new formats of communication between businesses and customers have emerged. Customers now... Read More

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Remote Workers Need Better-Than-Average Writing Skills

By: Leslie O'Flahavan | Published: June 20, 2022

Whether you and your team are working remotely a couple of days per week or you’re remote every day, you’ve probably found that being remote has made you better at some tasks... Read More

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The Secret to Making Agents Jump for Joy: The One Thing Employers of Choice Never Miss

By: NICE-inContact | Published: June 15, 2022

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How to Recruit and Retain Top Contact Center Talent

By: The Editors | Published: June 15, 2022

The Great Resign has given way to The Great Recruitment, as companies vye fiercely in the job market for qualified personnel. We recently put out a call to contact center thought leaders... Read More

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Contact Center Decisions Reach the Highest Levels

By: Eric Krapf | Published: June 14, 2022

This article first appeared in nojitter, a partner publication. The stakes are high when it comes to improving customer experience (CX), and we’ve seen more evidence lately that IT and technology are... Read More

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5 Big Mistakes Trainers Make When Onboarding New Reps

By: Jon DeVore | Published: June 13, 2022

Training new contact center agents is challenging. You have a large collection of knowledge that you need to teach them and only so much time to do it. And you need your... Read More

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