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Contact Center Average Handle Time (AHT): Is it Important?

Contact Center Average Handle Time (AHT): Is it Important?

What makes a good customer experience? Is it the same as what makes a productive call center? There’s a lot of overlap, but..

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Customer Service Tips for Call Centers: Delighting Your Customers with Empathy

Customer Service Tips for Call Centers: Delighting Your Customers with Empathy

The goal of every organization should be to keep customers happy. It’s the definition of quality customer service. And it..

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Call Center Customer Relationship Management is Critical to the Customer Experience

Call Center Customer Relationship Management is Critical to the Customer Experience

Today’s companies rely heavily on customer relationship management strategies to stay competitive and improve the customer..

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Text Analytics for Call Centers: A Rich Source of Insight into your Customers

Text Analytics for Call Centers: A Rich Source of Insight into your Customers

Customers expect better support than ever before—no matter the channel they use to contact you. Whether they call your contact..

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How to Build a Great Customer Service Scorecard

How to Build a Great Customer Service Scorecard

As a contact center, nothing is more important than providing excellent customer service. After all, more than half of..

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Call Center Training Software: The Guide

Call Center Training Software: The Guide

Effective employee training is one of the more essential long-term investments you can make in your company. It is essential..

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13 Awesome Ways to Acknowledge Employee Performance

13 Awesome Ways to Acknowledge Employee Performance

Expecting employees to do the job they are paid to do is a given. But how often do you thank your employees or give them..

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Customer Service as a Differentiator: The Call Center Guide

Customer Service as a Differentiator: The Call Center Guide

If you are struggling to differentiate your brand, what is one of the most important number one thing you can do? Focus on..

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