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Discover The Latest Contact Center Content for…
Customer Experience
Increase ROI and Reduce Costs Through your Contact Center in 2023
It always comes back to the bottom line. Is the amount of money spent on a part of your business delivering the necessary return on investment? And when it comes to the less glamorous parts of a company, like contact centers, is the output rationalizing the...
3 Things to Know about the Future of Customer Satisfaction and the Contact Center
There is no doubt that the way we engage is changing. The adoption of smart phones has opened the door to new ways of communicating, not only shifting how businesses communicate with customers, but also how the result of that communication is impacting the bottom...
Agent Experience
How to Reduce Agent Turnover
Agent turnover is one of the most expensive problems in the contact center. According to Harvard Business Review, the organizational costs of employee turnover range between 100% and 300% of the replaced employee’s salary. In addition, it typically takes 8 months for...
5 Customer Service Skills Every Agent Needs to Master Now
It goes without saying that communication skills are essential in the contact center. In person communication involves nonverbal cues like eye contact, posture, and facial expressions. But, the nature of the contact center cuts out vital parts of communication. An...
Digital Transformation
A Look Ahead: 7 Trends Impacting the Contact Center Industry in 2024 and Beyond
Events dominating the end of 2021 have confirmed that the coronavirus pandemic is not yet done disrupting the contact center industry. The surge of the Omicron variant, emotionally strained consumers, staffing shortages, rising inflation, supply chain troubles—these are just a few of the challenges signaling another unpredictable year ahead.
Most Effective Call Monitoring Software Strategies According to Supervisors
Providing agents with effective and efficient call monitoring software is the hallmark of quality customer service. Contact center supervisors must have the right tools to be able to coach their teams in ways that provide support in the right areas. Identifying...
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