Why is Accessibility Important for Customer Satisfaction?
Do you ever feel frustrated when you're navigating an outdated website that’s not user-friendly? Who doesn’t?...
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7 Steps to Better Call Center Quality Monitoring
No great call center achieves success without implementing dozens of processes—especially when it comes to call center quality monitoring. Why does it matter? The main goal is to ensure your customers are receiving consistent, top-notch...
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Virtual Call-Backs vs. Virtual Queuing: The Great Showdown
Virtual call-backs have singlehandedly revolutionized the call center customer experience over the last few years. You...
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Imagine a month of perfect performance at a call center: Agents take incoming phone calls like...
6 Inclusive Hiring Practices for Call Centers
Over the past couple of years, inclusivity in hiring has taken center stage in HR departments...
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5 Effective Call Center Leadership Styles
Have you ever asked yourself how your leadership style affects your call center operations? You should!...
7 Professional Development Goals for Call Center Agents
In today's work climate, it's becoming increasingly difficult for employers to retain team members. Contact centers...
How to Calculate Schedule Adherence in the Call Center
Scheduling is vital to any call center leader's job – down to the last break. We...
3 Call Center Quality Monitoring Best Practices
Steve Jobs once said, "Be a yardstick of quality. Some people aren't used to an environment...