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How to Write a Five-Star Response to a One-Star Rating or Poor Review

Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the...
Adding Fuel to the Fire

Adding Fuel to the Fire

The idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to...
Handling Holiday Returns and Cancellations in the Contact Center

How to Handle Post-Holiday Returns & Cancellations

January is the toughest time of the year to be a new agent. Early in my career, I worked at a mobile phone company...