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Call Center Resources & Insight

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Article
Put Us Out of Our Misery: The End of Customer Service Email?
Predicting the death of email may seem risky for a consultant who helps frontline customer service agents improve their writing skills, but I’m here and I’m doing it. Throughout the 2000s and... Read More

Article
Coming Soon in the 2020s: Increased Workplace Flexibility
During the last decade, contact centers have begun to embrace increased workplace flexibility, allowing employees to work remotely. With technology continuing to improve, mixed with more companies going global, there’s been a... Read More

Article
Building on a Strong Foundation: The Contact Center Through 2025
While much of the 2010s were focused on big data, customer experience, omnichannel, cloud services, AI, and digital strategy in the contact center space, the opportunities to come involve building on the... Read More

Article
5 Ways to Overcome Contact Center "If Onlys"
Have you caught a case of the “if onlys” in your contact center? When it comes to contact center technology, the “if onlys” are those pie-in-the-sky, grass-is-greener-on-the-other-side sort of items. They are... Read More

Article
Will It Blend?: The Pros and Cons of Channel-Blended Agents
Channels are a hot topic in any contact center discussion! Whether we're discussing best practices for decades-old channels, contemplating the possibilities of the channels of tomorrow, or pining to deliver the elusive... Read More

Webcast
Improving Your Agent Experience, One Step at a Time
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Article
15 Best Practices for Quality Assurance in the Contact Center
Quality assurance (QA) is a high-value application for contact centers, particularly when combined with a methodical process that continuously measures operational and organizational effectiveness. Impactful QA programs actively engage their agents at... Read More

Article
7 Practical Tips for Improving the Relationship Between Marketing and Customer Service
In a few select companies, the Marketing Department and the Customer Service Department are like a happily married middle-aged couple. They like the same music, they finish each other’s sentences, and they’re... Read More

Webcast
Get Your Contact Center Privacy Right: GDPR, CCPA and You
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Article
How to Elevate Your Quality Program to Have a Lasting Impact on Customers, Agents, and Your Organization
Today’s contact center leaders are tasked with continual improvement, encompassing everything from bettering agent engagement and CSAT scores to driving organizational changes needed to meet goals. Quality assurance programs can play a... Read More

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