3 Ways to Drive Inclusive Agent Engagement
Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so...
Tag: agent-training
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How Tone of Voice Affects Customer Service
It's not what you say, it's how you say it. Here's why tone of voice is...
9 Inclusive Practices to Boost Agent Performance
Fostering an inclusive work environment is essential if you want a high-performing contact center team. If...
Introverted vs. Extroverted: The Pros and Pitfalls of Personality Traits in the Contact Center
It’s easy to get fixated on labels. That’s why, in the contact center world, extroverts are...
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How to Train, Support, and Coach Customer Service Agents
There's always a script — a basic list of questions or responses to customers who have...
How to Prepare your Call Center for Black Friday
Smart retail contact center and call center leaders are plan ahead for the variety of challenges...
How Will Customer Support Change in the Future?
Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and...
How to Avoid Common Customer Service Snafus
Sixty-five percent of consumers admit to ending a relationship with a company over a single bad...