Blog

How to erase the bad stereotype about customer service in call centers

A Five Step Plan to Change the Stereotype That Customer Service in Call Centers Has to be Terrible

Learning & Development | Strategy

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Read Time: 5 minutes

agent scorecards - what to include (and what to leave out) for better agent performance

The Do’s and Don’ts of Agent Scorecards

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Read Time: 9 minutes

Have empathy for call center agents during this crazy holiday season

How to Avoid Scheduling Snafus as Holiday PTO Requests Flood in (While Still Showing Empathy for Your Call Center Agents)

Recruiting & Retention

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Read Time: 7 minutes

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

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Read Time: 8 minutes

The stats don't lie

9 Forrester Digital Transformation Statistics You Must Know to Give Your Customers the Digital Customer Experience they Demand

Strategy | Technology

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Read Time: 8 minutes

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

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Read Time: 8 minutes

8 Reasons for Agent Burnout

8 Reasons for Agent Burnout (and how to avoid it)

Recruiting & Retention

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Read Time: 9 minutes

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

Learning & Development | Strategy

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Read Time: 7 minutes

How to be a good leader and a great coach in your contact center

How to Coach the Coaches: What You Can do to Improve Your Coaching Skills to Help Supervisors and Agents Boost Satisfaction in Your Contact Center

Learning & Development

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Read Time: 6 minutes