While maintaining high levels of productivity is always the goal of any call center operation, a balance needs to be struck..
As the old saying goes, “you never get a second chance to make a good first impression.” That quote sums up the importance of..
Call Center Quality Assurance refers to the activities and tactics that contact center managers use to monitor and track call..
Simply stated, there’s a right way and a wrong way to handle call center scripts. When done correctly, call center scripts can..
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Providing feedback is a delicate art and an important part of a call center manager’s job. You need to be skilled at giving..
When it comes to customer service, nothing will bring a business to its knees faster than bad customer service. A startling ..
When it comes to Key Performance Indicators (KPIs), one thing is true. When handled correctly, they can significantly improve..
The number one goal of a successful call center operation is to create a consistent customer experience across all touchpoints..