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Every call center strives for outstanding customer service. But what’s the best way to get there? While many call center managers and contact center coordinators look to improve client-contact representative communication – and that’s certainly…

Have you ever considered your own company’s journey from the very beginning to the present day? Part of that journey includes your own customers – and figuring out their customer journey map goes a long…

Everything your call center does – field calls, make appointments, outbound communication, you name it – is directly tied to one overreaching metric: customer service. Take care of your clients, and everything else just falls…

Robots are taking over everything, right? Manufacturing automation. Fast food restaurants. Even call centers. Much like factory workers and burger flippers, call center agents will soon be tossed into the ash-heap of history. Not so…

Is your call center suffering from a high turnover rate and disengaged clients? The call center as a whole is invariably plagued by the proverbial revolving door of representatives. Yet some contact centers, individually, manage…

Well, 2020 is thankfully in the books. Unfortunately, many of the challenges the Worst Year in History introduced – limited face-to-face meetings, remote work, and more – are still here. Potentially for the long run….

It’s hard to believe, but 2020 will soon be history. And for most people, the current year can’t become the past soon enough. Since 2020 brought so many unprecedented challenges, year-end planning and projections for…

Trying times call for tried and true customer service capability. If any year in recent memory could be called a “crisis,” 2020 checks all the boxes. From social unrest to a global pandemic to economic…