Blog

What to say in call center performance reviews to inspire better engagement and work

What to Say in Call Center Performance Reviews: How to use Agent Strengths to Inspire Better Performance During your Development Conversations

Recruiting & Retention | Strategy

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Read Time: 6 minutes

How to build individual employee development plans for employees (with examples)

Your How-To Guide on Individual Employee Development Plans for the Contact Center (+Examples)

Learning & Development | Recruiting & Retention

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Read Time: 8 minutes

Workforce optimization statistics to guide your contact center to better experiences

19 Workforce Optimization Statistics to Steer You Toward a Better Customer Experience

Data Analysis | Strategy

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Read Time: 8 minutes

workforce management tactics to engage your employees and see CSAT soar

Pivot Your Workforce Management Strategies Toward Employee Engagement Then Watch as Agent Morale, CSAT and Executive Buy-In Skyrockets

Learning & Development | Strategy

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Read Time: 8 minutes

How to implement frequent customer service training in your call center

Getting to the Source of Quality Customer Experience: How to Implement Consistent Customer Service Training to Build your Dream Team in your Contact Center

Learning & Development | Strategy

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Read Time: 7 minutes

4 methods for a workforce manager or contact center leader to reimagine remote work

Lead With Empathy and Watch Poor CX Fade: 4 Methods for Workforce Managers to Reconstruct Remote Work With People, not Processes, in Mind

Learning & Development | Recruiting & Retention

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Read Time: 7 minutes

Why an employee development plans is so important in the contact center (with examples!)

The Link Between Agent Engagement, Retention & Employee Development Plans (With Examples)

Recruiting & Retention

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Read Time: 9 minutes

Rev up call center agent performance with better dashboard and reporting strategies

4 Common Mistakes in Call Center Agent Performance Dashboard Reporting

Data Analysis | Technology

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Read Time: 7 minutes

Customer Service Training Ideas that Level-Up Agent Performance

Taking a Creative Approach to Customer Service Training: 3 Customer Service Training Ideas to Boost Performance and Engagement in Your Contact Center

Learning & Development

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Read Time: 9 minutes