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Leading with Empathy, November 2020 Feature

Leading with Empathy: Demonstrate Understanding, Care and Compassion for Customers and Employees

Everyone could use a little more empathy these days. The desire to feel heard and understood is a basic human need, and one that...

Transform Your Contact Center from an Expense to a Revenue Source

No matter the brand, customer service needs to be a priority. Here’s how to make it a revenue source as well. Contact centers are often...
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...
Setting Service Level Objectives in the Call Center

Setting Service Level Objectives

X% answered in Y seconds. That’s the formula we use for service level calculations in contact centers. It can (and often should) be used...
Four ways to expand quality monitoring in the customer service contact center

4 Ways to Expand the Value of Quality Monitoring

I have always been a big proponent of quality monitoring (QM) programs. It’s the best process we have to determine how well agents are...
Key Drivers Contact Center Agent Engagement

4 Key Drivers of Agent Engagement

What is it that makes the agents in certain contact centers especially enthusiastic about their jobs and more committed to delivering a high-quality customer...
Key Metrics to Include in Your Call Center Omnichannel Strategy

Key Metrics to Include in Your Omnichannel Strategy

Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel...
Why Training Matters

Why Training Matters: Linking Training Program Success to Larger Company Goals

Wait a minute, if it’s 2015, shouldn’t we have flying cars by now? Much to the disappointment of Marty McFly from “Back to the...
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