Active Listening for Contact Center Agents
Call centers are at the heart of modern customer service and that makes active listening an...
Category: cx
Customer Perception: The Complete Guide
Customer perception has never mattered more. In the age of social media backlash and call-out culture,...
How to Become a Customer Experience Manager
Customer experience managers in the contact center have never mattered more. Why? Because even though most...
CX4Now: Contact Center KPIs that Matter
Do Traditional Contact Center KPIs Still Matter? KPIs monitor just about everything that happens in a...
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The Ultimate Guide to Call Center Training
Call center training has always been one of the key pillars of running a successful call...
How Artificial Intelligence is Changing CX in the Contact Center
If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is...
7 Step Action Plan for Call Center Development
Call center leaders have their work cut out for them. From training new recruits to briefing...
5 Reasons to Use an After-Call Survey
Think about how many phone calls your contact center receives in one day. Thousands, right? Now,...