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When your call center agents don’t have transparency into their goals and performance data, they’ll struggle to meet...
Call centers need to quickly onboard and train agents. Yet ProcedureFlow’s 2021 State of Contact Center Training report...
Uber. Amazon. Facebook. By now you know the tales of tech giants who founded a unicorn company...
Contact centers have a mounting list of priorities and criteria to make the customer experience a success. But...
With each new customer interaction, promoted agent, and churned customer, you learn what works in your customer experience....
Imagine this: It’s your first day at a new job. You’ve got some butterflies in your stomach, enter...
Editor’s note: We realize racism both in and out of the workplace is an extremely difficult topic...
The cost of turnover is more than the dollar amount you spend to fill an agent’s seat. Every time...
According to PWC, the number of companies investing in their omnichannel customer experience jumped by more than 300%...