Boost Customer Service Levels by Preparing and Empowering Your Team

I went for a walk with my neighbors today. There were five of us, a real cross section. In just the 2.75 miles it took to get our steps in, I was reminded of key customer service lessons that you might find helpful. One neighbor explained how inconsistent newspaper delivery plagued our neighborhood and how...

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Motivation, Retention & Employee Engagement

Prior to COVID-19, conversations about the future of contact centers focused on AI and other optimizing technologies, such as real time score cards on customer satisfaction. Due to continuing safety concerns, the industry talk is now about distributed staffing models and best practices for remote hiring. Even with these changes, agent retention remains a priority....

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Contact Center Hiring: Use Science to Predict Top Talent

If you’re hiring for contact center work, you know the stakes are as high as ever. The uncertainty surrounding COVID-19 is intensifying the already complex customer needs agents must skillfully address in a timely manner. Plus, many contact centers are navigating the challenges of remote hiring and remote work. Luckily, we’ve got good news! Thousands...

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