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Call Center Resources & Insight

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Close the Distance Between Agent and Leader With Your WFH Team
With most of the call center workforce operating from home, there seems to be an ever-widening rift between call center agents and leadership. And as we continue to work remotely, this gap... Read More

Five Skills Leaders Need to Practice Daily With Their Team
Admit it, your first experience as a team leader was a strange, perplexing, and overwhelming experience. Were you prepared to manage four, seven, or ten other people? Were you happy to be... Read More

What War Games Taught Me About AI and Chatbots
The pandemic has pushed many of us to up our TV-watching game, and for me that means revisiting old movies. Recently, my channel-surfing led me to War Games, a 1983 classic starring... Read More

Delivering Digital Customer Experiences for the New Normal
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Stop Scoring Calls and Start Grading Customer Experience
It’s 3pm on a Wednesday afternoon, and the internal Quality Assurance (QA) team, along with a few chosen members of Operations and Training, are gathering around the phone ready for the eagerly... Read More

Why Customer Experience Metrics Matter
Famed business consultant Peter Drucker said, “What gets measured, gets managed.” This mantra is as important today as ever when running a business, especially when insight into metrics impact the Customer Experience... Read More

How AI Can Enhance Contact Center Customer Care
If you are unsure about the impact of AI in the contact center landscape, just take into consideration that by as early as next year, AI-enabled conversational agents are expected to handle... Read More

How to Help Your Contact Center Team Handle Omnichannel Expectations
Every day when I wake up, I have a decision to make: Do I check my unread texts, my flooded email inbox, or my Slack messages, first? You’d think that while I... Read More

Don’t Rush Contact Center Training
"Information is a source of learning. But unless it is organized, processed, and available to the right people in a format for decision making, it is a burden, not a benefit." –C.... Read More

Here’s What to Know About Working in a Contact Center
I often get asked by people who are curious what it’s like working in a contact center. After being in the contact center world for nearly eight years; I decided to compile... Read More

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