6 Call Center Practices You Can STOP Doing Today
So, you’re working on auto-pilot eh? (Yes, I’m Canadian.) I get it;...
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Call Center Metrics: 4 Pitfalls You Need to Avoid [Whitepaper]
Measuring and improving call center metrics can be a pain point for...
3 Pitfalls When Measuring Average Handle Time
It is critical to choose the right metrics to track in your...
The Trouble with Average Handle Time
If you manage a contact center, one of the toughest tasks you...
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The ROI of Call-Backs (2 of 4): Reducing Handle Time
Today we continue our series exploring the ways call centers can see...
4 Hidden Causes of Poor Customer Service
The road to hell may be paved with good intentions, but so...
WebRTC and the Call Center: Challenges Ahead
Today I want to spell out some big challenges ahead for WebRTC...
3 Ways to Increase Customer Satisfaction in Your Call Center
With today’s demanding consumers, it can be very difficult to maintain high...