Contact Center Automation: An Essential Guide
Contact center automation offers significant advantages across all facets of operations. The overwhelming majo...
Featured Articles
Knowledge Management
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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...
Process Mapping: What It Is and Why Use It?
Imagine trying to find your way while hiking unfamiliar terrain without first checking your GPS or a map. Whil...
Employee Experience
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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...
Reduce Agent Effort With These 4 Strategies
Customer effort is directly impacted by agent effort.
What Causes Call Center Attrition and How to Reduce It
High call center attrition has been a long-standing challenge within the industry.
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 ...
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 ...
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...