How Agent Empowerment Elevates Contact Centers
Satisfied employees are three times more likely as their dissatisfied counterparts to feel empowered to addres...
Featured Articles
Knowledge Management
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What Is a Call Center Knowledge Base and Why Do You ...
In today's dynamic customer service landscape, a call center knowledge base can significantly enhance the expe...
Procedural Knowledge Management: What It Is and How ...
Imagine sitting down at a messy desk to work on a slide deck. With distractions all around, your head struggle...
Procedures vs Processes: What They Mean and Why You ...
At first glance, trying to distinguish the difference between procedure and process has a bit of a chicken-and...
Employee Experience
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How Agent Empowerment Elevates Contact Centers
Satisfied employees are three times more likely as their dissatisfied counterparts to feel empowered to addres...
Agent Experience: The Ultimate Guide
The agent experience continues to evolve and increase in complexity, making it one of the top challenges for c...
10 Ways to Improve Call Center Employee Retention
Employee retention in a call center refers to the organization's capacity to retain its workforce and minimize...
Customer Experience
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Top 7 Effective Empathy Statements in Customer Service
Empathy statements in customer service can calm agitated callers and create a platform upon which to build a w...
The Top 12 Helpful Probing Questions for Customer Service Agents
When a contact center agent answers a customer’s call, they never know what they will get on the other end. Be...
First Call Resolution: What It Is Plus Tips to Improve Your FCR Rate
A professional in any line of work aims to get the job done right the first time. In a contact center, that’s ...
Automation
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Contact Center Automation: An Essential Guide
Contact center automation offers significant advantages across all facets of operations. The overwhelming majo...
How AI is Transforming Contact Centers in 2023
Artificial Intelligence (AI) is set to revolutionize the customer service industry by transforming the agent r...
Why Call Centers Need a Unified Agent Desktop
To deliver a seamless customer experience, call center agents require access to user-friendly, efficient techn...
Product Insights
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How ProcedureFlow Reduces Average Handle Time
Reducing average handle time is one of the top priorities for organizations within the customer service indust...
4 Reasons Why ProcedureFlow Is Better Than a Traditional Knowledge Base
Organizations have a wide variety of knowledge bases to choose from, with the traditional knowledge base stand...