How to Create a Call Center Performance Report
If your analytics aren't telling a story, you're not doing it right....
Customer Service Blog
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What is a Net Promoter Score?
Do you know what your customers think of your brand? We take...
What is Call Routing in a Contact Center?
Call routing has been around since the contact center's early days. Today,...
8 Tips for Creating a Great Visual IVR
Are you getting the most out of your Visual IVR? These 8...
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5 Important Strategies for Agent Engagement in 2021
Do you have strategies in place to engage your call center agents?...
A Guide to Fostering Agent Engagement in a Hybrid Contact Center
Going hybrid or remote? Agent engagement is a huge factor for success...
Top Call Deflection Strategies for the Contact Center
Empower your customers to support themselves. These strategies using call deflection will...
How to Handle Escalations in a Contact Center
Escalations are a daunting, yet inevitable part of working in a contact...