Blog

Improve contact center service level by being nice

Treat Agents Like People and Watch Your Contact Center Service Level Soar

Recruiting & Retention

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Read Time: 7 minutes

Send your customers to the right place with skills-based routing

6 Tips for a Customer-Focused Skills-Based Routing Strategy

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Read Time: 6 minutes

The Secret Lives of Contact Center Agents Featured Image

The Secret Lives Of Contact Center Agents

Recruiting & Retention

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Read Time: 7 minutes

Contact Center Quality Assurance

A Crash Course on Quality Assurance: Take a Fresh Look at Your Call Center Quality Assurance Program

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Read Time: 8 minutes

Are you stuck in the past? Contact center modernization is more important than ever

Are you Stuck in the Past? New Trends and Technology Demand Contact Center Modernization

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Read Time: 7 minutes

Call center gamification programs that work

How to Build a Call Center Gamification Program that Gives Agent Engagement and Customer Satisfaction a Long-Term Boost

Recruiting & Retention

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Read Time: 7 minutes

FCR Not Improving Featured Image

FCR Not Improving? Fix It With Happier Agents

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Read Time: 4 minutes

Improve employee morale: Your best weapon against contact center stress

Take the Edge off Your Agents, Improve Employee Morale, and Combat Contact Center Stress

Recruiting & Retention

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Read Time: 10 minutes

Your frontline agent success matters to customers. More than this broken image matters to this article.

Your Frontline Agent Success is More Important than You Think: It’s Your Ascent to the Top Ranks of Customer Experience or It’s Your Downfall

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Read Time: 5 minutes