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Call Center Resources & Insight

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How to Quickly Manage More Customer Service Cases With Automation
Sponsored post  During times of increased contact volume, no one wants to be left on hold for more than a few minutes. One way to help customer support agents assist as many... Read More

In Unusual Times, Replace the Usual Customer Service Phrases
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!”... Read More

Empower Your Workforce to Fix Things for Customers
The following is an excerpt from Brad Cleveland’s Contact Center Management on Fast Forward: Succeeding in a New Era of Customer Experience. Real-time management is often viewed as a matter of responding... Read More

Customer Loyalty May No Longer Exist, and Contact Centers Must Adapt
Researchers have long warned that many customers are just one bad interaction away from switching brands. In the post COVID-19 world, I would like to argue that these findings are now outdated.... Read More

Make Sure Your Customers Can Get a Human
    “In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human-centric... Read More

What to Say to Angry Customers
   With the current crisis, contact center representatives are grappling with heightened workloads and anxious customers. The following excerpt is from a course for agents, Working in a Customer Contact Center (LinkedIn... Read More

Chatbots are Amazing, But Stop Relying Only on Them to Improve Your CX
  In the world of customer service and support, artificial intelligence is often associated with chatbots. But chatbots aren't the only option for scaling your CX. In fact, they're often just one... Read More

A Call to Commit to Improved Contact Center Employee Experience
  CX innovation discussions over the last several years has been dominated by the impact of automation, artificial intelligence (AI), and bots. But now we’re seeing greater emphasis placed on the people... Read More

Invest in Inclusive Customer Experience Design
When you have a child on the Autism spectrum, you gain an unusual view of the customer experience. By the time my youngest son was 6 years old, I understood that most... Read More

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