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The Importance of Emotional Intelligence in the Contact Center During a Crisis

The Importance of Emotional Intelligence in the Contact Center During a Crisis

When you invest in customer experience, you have a clear competitive advantage. This can be particularly important during a..

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How to Continue to Deliver Great Customer Service During a Crisis

How to Continue to Deliver Great Customer Service During a Crisis

With the COVID-19 pandemic growing day by day, businesses around the world are finding themselves facing a crisis, unlike..

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8 Ways to Avoid Call Center Agent Burnout Intensified During a Crisis

8 Ways to Avoid Call Center Agent Burnout Intensified During a Crisis

The coronavirus has changed work as we knew it for the foreseeable future. Many companies have moved to remote work, including..

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Measuring Customer Experience: Metrics and the Benefits of Scorecards

Measuring Customer Experience: Metrics and the Benefits of Scorecards

Customer experience (CX) might be the most frequently used term in the customer service industry. Everyone is talking about..

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10 Tips to Help Call Center Sales Representatives Drive More Sales

10 Tips to Help Call Center Sales Representatives Drive More Sales

Providing quality customer service is the most visible way to stand out as a brand in today’s competitive marketplace. In..

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Learn to be a Better Call Center Manager with These 7 Skills

Learn to be a Better Call Center Manager with These 7 Skills

High quality leaders are the backbone of every organization. Unfortunately, 77% of organizations struggle to find people who..

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How to Improve Customer Experience in Call Centers in 7 Steps

How to Improve Customer Experience in Call Centers in 7 Steps

A customer's experience (CX) when contacting a company’s call center can be the differentiator between continued business and..

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10 Tips to Measure & Improve Call Center Productivity

10 Tips to Measure & Improve Call Center Productivity

Every company wants to be more productive. After all, if more is accomplished every day, profits increase, employee engagement..

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