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How To Improve Your Call Center Operations

With increasing call volumes, rising customer expectations, and ongoing attrition issues, balancing customer satisfaction and operational efficiency is no mean feat. Is call...

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Hidden Gems: 10 Humble Call Center Metrics You Can’t Ignore

In the modern contact center, you can track virtually every aspect of your operations, from agent...

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10 Pitfalls to Avoid to Improve Your Call Center Training

The contact center can be a high-pressure environment. Customers want quick answers, efficient...

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How Integrated Call Center Coaching Boosts Agent Engagement

Swapping traditional coaching methods for integrated call center coaching brings a wide range of...

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G2 Report: Scorebuddy a Leader for Contact Center Quality Assurance

For the sixth quarter running, G2 has recognized Scorebuddy as a Leader in contact center quality...

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Call Center Outsourcing Costs and Benefits: Is It Worth It?

Call center outsourcing is an increasingly popular way to deliver cost-effective customer support,...

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Call Center Gamification: 7 Simple Tips to Boost Agent Engagement

In the high-pressure call center industry, agent engagement is a persistent challenge. Reps are...

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The 8 Best Ways to Use Call Center Sentiment Analysis

Call center sentiment analysis is essential for fully understanding how your customers are feeling....

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Why Quality Assurance Is Call Center C-Suite’s Secret Weapon

We live in a data-centric world. From financial forecasts and interaction data to CRMs and WFM,...

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