Virtual call-backs have singlehandedly revolutionized the call center customer experience over the last few years. You might be reading this and thinking about the type of call-backs that happen in the film industry where casting…
Do you ever feel frustrated when you’re navigating an outdated website that’s not user-friendly? Who doesn’t? Today’s customer craves the swift and easy—and this rings 1000 times more true for call center customers. In other…
No great call center achieves success without implementing dozens of processes—especially when it comes to call center quality monitoring. Why does it matter? The main goal is to ensure your customers are receiving consistent, top-notch…
Imagine your agents providing stellar customer service to only 75% of your customer base. Yikes! Every contact center manager works hard to ensure agents provide excellent service, and yet, this will be your reality if…
It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. Company culture consultant Stan Slap puts it this way: “If you can’t sell it inside, you can’t sell it outside.”…
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