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Preventing Contact Center Agent Burnout

Employees everywhere are struggling with severe increases in stress and anxiety brought on by the coronavirus pandemic. Fear of being exposed to the virus...

America’s Top 200 CEOs Want You to Fight for Your Agents

Did you feel it? In the business world, the earth just moved below us all. Luckily, it was not an actual earthquake, but instead...
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Top 5 Posts in May

Our top 5 most-read posts in May offer valuable insights, recommendations and tips on managing contact center people, processes and technology. Dive in to...
Irate Caller

Dealing with Irate Callers: Providing Post-Call Support

In a previous blog post, I provided tips to help managers and team leaders prepare their frontline agents to handle irate callers. It’s also...