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Call Center Whitepapers

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Point of View: Contact Center Leaders on the Agent Experience
Agent experience is pivotal to customer experience. Read this Point-of-View to learn how to effectively engage agents, identify causes of frustration, and how to limit the contagious effects of disengagements.

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Making the Most of Extraordinary Circumstances: Optimizing Contact Center Operations
Are you ready to see the COVID-19 crisis as a springboard to make a leap forward rather than a setback?

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The Road to Agent Experience Maturity: A Self-Assessment
Are you ready to begin the adventure of enhancing AX and maturity?

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Customer Journey Mapping and The Omnichannel Experience
Find out why journey mapping is so important to the agent and customer experience and how to create a journey map that’s both insightful and actionable.

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Innovative Ways to Address the Top 3 Agent Empowerment Challenges
Find out how some of the most innovative service organizations are approaching scheduling, compensation, and QA, and learn how you can practically apply their methods to improve both the employee and customer experience.

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The 4 Best Practices of Highly Effective Quality Management and Analytics Programs
What can contact centers that aren't completely sold on quality management learn form those that are?

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NICE
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TREND REPORT: The 4 Habits of Highly Effective Quality Management Programs
What can contact centers that aren’t completely sold on quality management learn from those that are?

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talkdesk logo
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The Road to Customer Experience Maturity
Find out everything you need to know about the modern customer experience and then assess your teams’ level of customer experience (CX) maturity so that you can find opportunities for refinement.

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Essential Best Practices for Seamless, Integrated Service in the Contact Center
Move your contact center from multichannel to delivering a truly seamless omnichannel experience.

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