Tag: call handling

Reducing Customer Service Friction

Susan Hash -

20 Empathy Statements to Show Stressed-Out Customers That You Care

Leslie O'Flahavan -

Workforce Automation: The Strategic Savings Solution

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Optimizing the Exceptions

Differentiator Series, Part 3: Optimizing the Exceptions

Jay Minnucci -
Advocatus Diaboli and the Metric Mirage. Playing devils advocate in the contact center with analytics

Advocatus Diaboli and the Metric Mirage

Kathleen Peterson -
Mindful Communication in the Call Center

Let ’Em Have It or Bite Your Tongue

Kathleen Peterson -
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