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Category: Best Practices / Metrics

By Matt McConnell
in Agent Engagement
on Mar 20, 2020

Business Continuity for Your Contact Center Workforce

Business Continuity Plan First and foremost, our thoughts go out to everyone impacted by the virus. Like many other businesses...

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By Jennifer Lee
in Agent Engagement
on Jun 28, 2019

Improve Employee Engagement Using Call Center Technology

With some of the latest call center technology talk focused on workforce automation, Artificial Intelligence (AI), and chatbots–often eliminating the...

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By Jennifer Lee
in Best Practices / Metrics
on May 10, 2019

10 Great Customer Service Quotes

Thirty three percent of Americans say it only takes a single instance of poor service for them to consider switching...

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By Adrienne Sallerson
in Agent Engagement
on Apr 18, 2019

Make “Greener” Choices in the Call Center this Earth Day

Making “greener” choices in the contact center can benefit both the environment and your bottom line. It can even help...

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By Jennifer Lee
in Best Practices / Metrics
on Apr 4, 2019

Contact Center Automation: Driving CX in Utilities

Utility providers have long known that customer service plays a major role in their success, and the pressure to provide...

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By Melissa Kovacevic
in Best Practices / Metrics
on Mar 20, 2019

Spring Cleaning Time for Call Centers

Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in...

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By Chelsea Atkinson
in Agent Engagement
on Feb 12, 2019

Show Your Agents You Care this Valentine’s Day

With Valentine’s Day upon us, what better time to show agents your care? This “Hallmark” holiday is for more than...

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By Kyle Antcliff
in Agent Engagement
on Feb 8, 2019

3 Ways to Improve Adherence in the Contact Center

Managing adherence is an age-old problem in the contact center. Here’s an updated take on a previous blog post to...

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By Jennifer Lee
in Agent Engagement
on Dec 21, 2018

Ring in the Holidays with Real-time Automation

With the holidays in full swing, is your call center busier than ever? The chaos that ensues this time of...

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By Jennifer Lee
in Agent Engagement
on Nov 14, 2018

Winning Call Centers Empower Agents

Is the hectic nature of the call center pushing the needs of your agents to the wayside? How do you...

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