Dead Air in Call Centers: Impact and Elimination Strategies
Have you ever been on a customer service call and suddenly… silence? You start wondering, “Did they mute me? “Are […]
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Empowering Call Agents With Empathy
A Harvard Business Review study reveals that 56% of customers value excellent customer service more than competitive prices. For call
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Net Promoter Score (NPS): Guide to Boost Customer Loyalty & Call Center Skills
“Your most unhappy customers are your greatest source of learning.” — Bill Gates Amid rising customer expectations, understanding and improving
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Omnichannel Customer Journey: Beginner’s Guide
The omnichannel customer journey has become essential for businesses striving to meet customers wherever they are, growing importance of seamless
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Maximizing Value with Contact Center Speech Analytics
As per a study by CX Today, companies that adopt contact center speech analytics in their call centers can reduce
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Understanding Knowledge Process Outsourcing
As per Grand View Research, the global Knowledge Process Outsourcing industry is projected to grow at a compound annual growth
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A Detailed Guide to Call Center Workforce Management
Research by WorkForce Software shows that by 2025, 80% of large enterprises with hourly workers will have invested in Workforce
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Top 10 Important Call Center Skills For Agents in 2024
Great customer service starts with great agent performance—how well they listen, respond, and resolve defines the entire customer experience. This
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Contact Center
VoC Solutions: Everything You Need to Know
Your most unhappy customers are your greatest source of learning. Bill Gates As customer expectations evolve faster than ever, businesses
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What is Conversation Intelligence Software? Definition and Examples
What if your business could listen to every conversation your team has with customers, analyze it in real-time, and provide
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Top Omnichannel Contact Center Software Solutions: 2024
As per the statistics of the Uniform Market, contact center that are adopting omnichannel software solutions to meet rising customer
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How to Set Up a Remote Call Center?
As a result of digital transformation, businesses are increasingly embracing remote work models, and call centers are no exception. The
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