Tag: customer satisfaction

Leading with Empathy, November 2020 Feature

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

Susan Hash -
Khoros

Transform Your Contact Center from an Expense to a Revenue Source

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A common cause of customer service new-hire turnover in contact centers

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

Jim Rembach -
Setting Service Level Objectives in the Call Center

Setting Service Level Objectives

Jay Minnucci -
Four ways to expand quality monitoring in the customer service contact center

4 Ways to Expand the Value of Quality Monitoring

Jay Minnucci -
Key Drivers Contact Center Agent Engagement

4 Key Drivers of Agent Engagement

Susan Hash -
Key Metrics to Include in Your Call Center Omnichannel Strategy

Key Metrics to Include in Your Omnichannel Strategy

Susan Hash -
Why Training Matters

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

Eric Berg -
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