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Picture this: You order a dining room chair from your favorite online retailer. It’s delivered, you unbox it,...

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The fate of customer frustrations rests on your agent interactions. How well (and how often) your team members...

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Customer service can be a thankless job. Agents work hard every day to help customers, and while the...

For the first time ever last year, employee engagement rose at the same time well-being dropped. (Say it...