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10 Call Center Training Games that Improve Employee Engagement

10 Call Center Training Games that Improve Employee Engagement

Only 13% of employees worldwide are engaged, according to a Gallup poll. And that’s a problem. Employees who aren’t engaged..

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Live Chat Quality Assurance Best Practices

Live Chat Quality Assurance Best Practices

Today’s customers are not as enthusiastic about phone calls as previous generations. While traditional phone support still has..

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How QA Scorecards Create Stronger Regulatory Compliance

How QA Scorecards Create Stronger Regulatory Compliance

Contact center regulatory compliance impacts every aspect of your business. The fact is that thousands of customer..

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7 Reasons Why a Call Center Quality Scorecard Template is a Bad Idea

7 Reasons Why a Call Center Quality Scorecard Template is a Bad Idea

People forget that spreadsheets were developed as computerized replacements of paper accounting worksheets, useful for..

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Guide to Creating an Effective Omnichannel Customer Experience

Guide to Creating an Effective Omnichannel Customer Experience

An effective omnichannel customer experience is more critical than ever. Is your brand ready to connect with your customers on..

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27 Questions to Ask Before Buying Call Center QA Software

27 Questions to Ask Before Buying Call Center QA Software

Selecting the right call center quality assurance software isn’t easy. It can be downright complicated.

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The Anatomy of a Really Good Customer Service Call

The Anatomy of a Really Good Customer Service Call

Your call center agents are key to your company’s success. They are the first point of contact with your customers and..

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Improve Customer Experience with Emotional Intelligence in the Contact Center

Improve Customer Experience with Emotional Intelligence in the Contact Center

The path to success is paved with quality customer experiences. Arguably, it’s the best way to increase your revenue,..

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