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Contact Center Survey

Findings from the Frontline Supervisor Survey

I’ve always maintained that the frontline supervisor is the most critical role in a contact center. They have a tremendous impact on agent satisfaction...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: One Word That Infuriates Customers (and You Use It Everyday)

Are your agents saying the right thing? If you are like most call center leaders, quality assurance requires a lot of your attention and...