Most businesses start with a Request for Proposal (RFP) to find the right vendor to solve their call center needs. …
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Do a Google search for call center training and you’ll see the same strategies, tips, and best practices on most …
6 Call Center Training Strategies You’ve Never Heard Of Read More »
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When your phone rings, you answer it, and there’s nothing but silence on the other end, that’s a ghost call. …
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Call handling is about how well (or how poorly) a team manages its inbound and outbound calls. Do it well, …
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Managing customer support at scale is far from easy. And if you’ve ever tried to call customer support during peak …
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Call centers can play a huge role in the overall customer service that a company provides. As a result, your …
The Call Center CX Tricks That Don’t Make Customers Hate You Read More »
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An effective call center can be a valuable driver of success for any business that needs one, but only if …
For Call Center Best Practices, You Only Need These 9 Read More »
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Call center avoidance refers to when agents intentionally dodge or neglect their assigned tasks, particularly when handling customer calls. Avoidance …
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Calling customer support can be a hassle in itself, but having to wait before getting service can make it even …
Call Center Callbacks – A Secret Weapon for Agent Productivity Read More »
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If your call times are creeping upward in duration, your first-call resolution rates are declining, and your customer satisfaction scores …
4 Signs It’s Time for Call Center Coaching (+ How to Do It) Read More »
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Artificial intelligence (AI) has become a transformative force in many industries and verticals, including the call centers of businesses everywhere. …
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Knowing what to ask in an interview is tough. There are so many interesting things you could ask, but the …
We Only Use This One Call Center Interview Question Read More »
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The short answer is yes, you should use a calling line ID. This is the technology that allows you to …
Many Big Businesses Use a Calling Line ID. Should You? Read More »
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Call center queuing refers to the process of routing incoming customer calls to the most suitable agent. Most often, this …
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Of all the things you might be tempted to do to land a role as a call center agent, there’s …
If You Want to Be a Call Center Agent, Do This First Read More »
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