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...
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Most Recent From call-center
9 Types of Call Center Customers (and How to Deal With Them)
Call center agents deal with dozens of customers each day, each with...
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Like any profession, it’s very common for call center agents to fall...
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What is the primary purpose of a contact center agent? You might...
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6 Things Contact Center Agents Are Afraid to Tell Their Managers
Lots of conversations happen daily at your contact center. But do you...
The Perfect Call Center Agent Does Exist
So, you’re hiring a new call-center agent. The reality is, finding the...
How to Calculate Occupancy Rate in a Call Center
In our on-going effort to demystify call center metrics, 'occupancy rate' shouldn't...
How to Improve Contact Center Agent Performance
Is your contact center providing the best customer experience possible? One of...