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Call Center and Contact Center Resources

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Join Us for a Game-Changing Webinar on Employee Retention
Date Published February 10, 2025 - Last Updated February 10, 2025
Is your contact center grappling with high turnover rates and retention challenges? You're not alone — but you're also not stuck. Join us on Friday, February 21, from 11:30 AM to 12:30... Read More
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6 Skills Every Contact Center Manager Should Master
Date Published February 10, 2025 - Last Updated February 10, 2025
Contact center managers are the backbone of operations. They oversee diverse teams, resolve escalated issues and troubleshoot daily challenges. These responsibilities require a specialized skill set to ensure contact centers operate effectively... Read More
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5 Tips for Using Gen AI as a Customer Service Reading Tool
Date Published February 05, 2025 - Last Updated February 05, 2025
As a lifelong writing teacher, I’m overwhelmed (traumatized?) by our industry’s gen AI frenzy. Yes, our agents will be faster if they use gen AI tools to reply to customers’ emails, chats,... Read More
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Two Leadership Responsibilities That Separate the Best from the Rest
Date Published February 04, 2025 - Last Updated February 04, 2025
In working with organizations of many types and across many industries, I've noticed something unmistakable and interesting about contact center leadership. While there are dozens of leadership principles that matter, two responsibilities... Read More
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3 Strategies for Enhancing Business Value in 2025
Date Published February 03, 2025 - Last Updated February 03, 2025
In the new year, there is no better opportunity than to assess our current services and projects of what we and our team are delivering and look for opportunities to subtract, simplify... Read More
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From Your Bookcase to Your Inbox: How Jeff Toister Makes CX Accessible
Date Published January 29, 2025 - Last Updated January 31, 2025
This year, we’re excited to shine a spotlight on each of our Top 25 Thought Leaders. First up, we're thrilled to share a Q&A with Jeff Toister! From what he's currently reading... Read More
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The Future-Ready Workforce: Elevating Contact Center Success Through Internal Customer Experience
Date Published January 27, 2025 - Last Updated January 27, 2025
To effectively manage the customer experience in the contact center, we must equally prioritize and explore the internal employee experience with the same vigor as the external customer experience. Research indicates organizations that... Read More
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CX Data Optimization: Unlock Transformative Potential for Your Contact Center
Date Published January 24, 2025 - Last Updated January 27, 2025
Disconnected and siloed data can significantly hinder operational excellence and exceptional customer experiences (CX) for contact centers. When data isn’t shared across systems, opportunities to enhance performance and reduce costs slip through... Read More
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How to Hire the Best Contact Center Agents
Date Published January 23, 2025 - Last Updated January 22, 2025
If you’ve posted an opening for a contact center agent position, I bet you’ve gotten a lot of applications. Congratulations! But now, it’s time to make sure you’re hiring for the right... Read More
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Is Your Contact Center Ready for AI? 3 Questions to Ask
Date Published January 22, 2025 - Last Updated January 22, 2025
It seems that all we hear about in the tech and contact center world is how AI is going to change the world. How wonderful, how effective and from a business perspective... Read More
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