Active Listening for Contact Center Agents: 5 Examples
Active listening is an essential skill for contact center agents for one very good reason: customers...
Tag: customer-service
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Customer Expectations: The Complete Guide
Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95%...
How to Become a Customer Experience Manager
Customer experience managers in the contact center have never mattered more. Why? Because even though most...
Manager’s Guide to Call Center Service Levels
In the world of contact center metrics, service level has always held a special place. This...
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Hawaii State FCU Improves Customer Service with Voice Call-Backs
A commitment to care for your personal well-being is above and beyond the customer service you...
The Ultimate Guide to Call Center Training
Call center training has always been one of the key pillars of running a successful call...
7 Step Action Plan for Call Center Development
Call center leaders have their work cut out for them. From training new recruits to briefing...
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...