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The management techniques to keep (and to ditch) for a better call center experience

3 Management Techniques to Use (And 2 to Ditch) to Erase the Bad Call Center Agent Experience in 2021

Learning & Development | Strategy

When your customer service reps get honest, things get spooky

If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help

Recruiting & Retention

Happy Employees Make All the Difference: The Top 4 Reasons We Love LinkedIn and Their Model for Employee and Customer Success

Learning & Development | Strategy

Amplify your call center ROI with a performance management program

How Managing and Coaching to Agent Performance Metrics Amplifies Your Call Center’s ROI

3 Examples CS Dashboards Featured Image

Enhance Customer Service: Boost Agent Visibility with Call Center Wallboards and Dashboards

How to celebrate customer service week 2020 virtually

Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020)

Recruiting & Retention

What do when your omnichannel experience is really a multichannel experience that burdens contact center agents

What to Do When Your Great Multichannel Customer Experience Comes at the Expense of Your Agents: 3 Steps to Support Your Team and Build an Omnichannel Strategy

How to break through the noise and win over cusotmers in an omnichannel world

How to Win the Omnichannel Race in a World Where Customer Expectations Won’t Stop Rising Any Time Soon

7 things Susanne Jacobs taught us about perfecting an omnichannel strategy

7 Quotes From Susanne Jacobs’ Book DRIVERS That Taught me the Importance of Putting Humans First in Your Omnichannel Strategy