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Call Center and Contact Center Resources

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Article -
Really Listening to Customers: Your Strategic Advantage
Date Published April 07, 2025 - Last Updated April 07, 2025
I get it. "Listen to customers" has become an oft-repeated cliché — and one that often seems to collide with daily reality. Customer feedback isn't always positive, easy to hear or immediately... Read More
Article -
How to defend remote and hybrid work at your contact center
Date Published April 07, 2025 - Last Updated April 07, 2025
As return-to-office (RTO) discussions continue to dominate headlines, contact center leaders need to be ready to articulate the strategic value of their remote/hybrid work program. RTO mandates assume that in-office work leads... Read More
Article -
From "Bad Guys" to Trusted Partners: How to Transform the Perception of Your QA Team
Date Published April 03, 2025 - Last Updated April 03, 2025
In many contact centers, quality assurance (QA) teams play a crucial role in maintaining service excellence. However, it's not uncommon for frontline agents to view QA as the "bad guys." If this... Read More
Article -
5 Strategies for Personalizing the Customer Experience
Date Published April 02, 2025 - Last Updated April 02, 2025
Pretend you’re at a supermarket in your area, your usual spot for the last year or so. You’ve selected all your items, head to checkout and the cashier says, “Good morning, George.... Read More
Article -
How AI Is Reshaping the Role of Contact Center Agents
Date Published April 01, 2025 - Last Updated April 01, 2025
The conversation around AI’s role in contact centers is everywhere – from LinkedIn to boardrooms. While some speculate about full automation, the reality is more nuanced. We often hear the question: Is... Read More
Article -
What Does Life After Tier 1 Look Like?
Date Published March 31, 2025 - Last Updated March 31, 2025
We’re all on a one-way journey to a place where automation, integrations and Agentic AI have eliminated nearly all Tier 1 requests. Now, Tier 2 human agents can handle the remaining few... Read More
Article -
Why Your C-Suite Ignores Your Contact Center Metrics (And How to Fix It)
Date Published March 27, 2025 - Last Updated March 27, 2025
A Framework for KPIs That Tell the Real Story Average Handle Time (AHT), Contact Abandonment Rate, First Call Resolution (FCR), Grade of Service (GOS), Adherence to Schedule (ATS), Net Promoter Score (NPS)…the... Read More
Article -
How to Champion the Customer Experience on a Shoestring Budget
Date Published March 25, 2025 - Last Updated March 27, 2025
In 2025, organizations continue to face the challenge of doing more with less. Contact centers are navigating resource constraints — time, talent, or capital — while being tasked with improving customer experience... Read More
Article -
4 ways to help your team help themselves (and your customers)
Date Published March 24, 2025 - Last Updated March 24, 2025
Those who are called to be contact center professionals have a heart for customer service. It is in their nature to want to help callers and provide the best possible experiences. It... Read More
Article -
What Contact Centers are measuring, according to the data
Date Published March 17, 2025 - Last Updated March 17, 2025
Metrics give contact centers a mirror to see what’s wrong and what’s right on their home turf. Beyond just answering questions like “how are we performing on FCR and AHT”, metrics can... Read More
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