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Call Center Resources & Insight

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3 Steps for Achieving Excellence in the Work-from-Anywhere Environment
By: Hailey Corr  |  Published: October 20, 2021
According to the 5th Talent’s April 2021 Contact Center Industry Work at Home Study, contact center agents have fully embraced the flexibility that Work-From-Home (WFH) offers. But as the world begins to... Read More
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3 Tips for Extroverts on How to Communicate with Introverts
By: Holly Terrill  |  Published: October 19, 2021
A wise person once told me to surround myself with people who have different strengths than me, both to help offset my shortcomings and to give others a chance to shine. I'm... Read More
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Why Your Business Should Have an After-Hours Contact Center
By: Brent Whitfield  |  Published: October 18, 2021
Customers have now become so used to on-demand availability that when a business is not available when they reach out, that can seem truly odd. This means that your business customer service... Read More
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How to Troubleshoot Your Contact Center Scheduling Process
By: Rose Polchin  |  Published: October 12, 2021
As we say at ICMI, contact center management is “the art of having the right number of properly skilled people and supporting resources in place at the right times to handle an... Read More
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5 Tips to Use Plain Language to Explain Complex Topics
By: Leslie O'Flahavan  |  Published: October 12, 2021
If you work in customer service and you want to improve satisfaction and reduce repeat contacts, start writing in plain language right now. I mean today. Please don’t be worried about whether... Read More
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Announcing the 2021 ICMI Global Contact Center Awards Winners
By: Craig Idlebrook  |  Published: October 07, 2021
    During the virtual ICMI Contact Center Expo, the winners of the 2021 ICMI Global Contact Center Awards were announced. Nate Brown, Chief Experience Officer of CX Accelerator, mc’d the virtual... Read More
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An Argument for Cloud-Hosted Phone Systems
By: Ben Ferguson   |  Published: October 06, 2021
If you have outgrown your existing phone systems or if you are trying to deploy your communication lines for the first time, there are several questions you need to answer. You need... Read More
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How and Why You Should Measure Contact Center Agent Job Satisfaction
By: Jeff Rumburg  |  Published: October 05, 2021
Each month, MetricNet highlights one Key Performance Indicator for the contact center or service desk. We define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect... Read More
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3 Biggest Mistakes Contact Centers Make During the Seasonal Surge
By: Vicki Brackett  |  Published: October 05, 2021
Ramp-ups for seasonal surges and product launches can bring teams to their knees if they aren’t strategically and emotionally prepared. Contact center ramp-ups are more than just adding more people in various... Read More
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How to Recruit An Agent Workforce in a Work-From-Anywhere Environment
By: Hailey Corr  |  Published: October 04, 2021
Remote work is here to stay. As contact centers reopen, contact center managers and recruiters are faced with a new challenge: adapting pre-pandemic recruiting practices to a new business environment. But what... Read More
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