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As customer expectations continue to soar, company leaders like you want to ensure they deliver good customer service....

The phones are ringing off the hook, agents are talking and typing, email requests are flying in one...

According to Business Training Experts, a recent study from the American Society of Training and Development “provides the...

The average contact center suffers from turnover rates in the double digits, with standard rates sitting between 30...

Back in 1927, husband and wife John Willard and Alice Sheets Marriot started a humble root beer stand. With...

A few months back, my team and I had a conversation with a brilliant author, Susanne Jacobs....

Metrics aren’t everything. But, your contact center KPIs are an important piece of creating a happy team and...

A buzzing contact center filled with agents on the phone and clicking keyboards isn’t what you’d consider an ideal...

Empowering agents is widely talked about as an essential way to improve contact centers. But, we need to do...