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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 Using Repeat Call and Root Cause Analysis

Call Center Training Using Repeat Call and Root Cause Analysis

When a customer contacts your call center, they are typically upset and looking for a solution to their problem. They want you..

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15 Call Center Script Best Practices

15 Call Center Script Best Practices

Every call center manager knows that when agents start out, they need a script to follow when interacting with customers. It’s..

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Why on Earth Should You Let an Agent Self-Score

Why on Earth Should You Let an Agent Self-Score

The Importance of Agent Self-Scoring to Boost Call Scores and Engagement 

How do your call center agents feel about their..

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How to Calculate the ROI of the Customer Experience

How to Calculate the ROI of the Customer Experience

Your customers are happy. Congratulations! You rank well on your Customer Satisfaction Score (CSAT) and Net Promoter Score..

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How to Analyze Contact Center Quality Monitoring Reports

How to Analyze Contact Center Quality Monitoring Reports

Are your customers happy with your service?

Are your call center agents doing their jobs and meeting business goals?

Is your..

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How to Give Call Center Quality Feedback that Works

How to Give Call Center Quality Feedback that Works

Feedback is something that many people dread receiving and giving. For some reason, we believe that if we are getting..

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What to Include on Your QA Call Monitoring Form (With Examples)

What to Include on Your QA Call Monitoring Form (With Examples)

Do you know how well your agents are handling every customer interaction? Does their performance meet your expectations for a..

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