4 Tips for Effective Skills-Based Call Routing
Skills-based call routing sounds super technical! While there is a tech side to it, at its...
Editor's Pick
Top Contact Center Industry Trends for 2023
Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of...
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Latest Blog Posts
5 Fun Call Center Soft Skills Training Activities
Do your call center agents know how to apply their soft skills to their daily work?...
How to Write an After-Call Survey Script
After-call surveys give contact centers valuable insight into factors that inform CX strategy. Use these seven...
Auction House Giant Improves Call Center CX by Sweating the Details
Ritchie Bros. is a big deal. Literally! As the largest auctioneer of heavy equipment and trucks...
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How to Teach Call Center Soft Skills
When it comes to delivering great customer service, call center agents need some essential soft skills...
What is Call Center Shrinkage?
On a good day, your contact center can run like a well-oiled machine, but call center...
5 Reasons to Use After-Call Surveys
Think about how many phone calls your contact center receives in one day. Thousands, right? Now,...
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...