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What Role Should Your Contact Center Play in Your Overall Customer Experience?

Contact centers can play a critical role when it comes to delivering the kind of positive experience that keeps customers coming back. These days, it is almost impossible to develop an effective business growth plan without including a clear...

Empowering CSRs: How to Handle the Tough Questions [VIDEO]

“It’s not possible to know all the answers for the customers that are calling in,” says Cyndi McDurmott, our VP of Human Resources, “even for our most seasoned agents that have been with us 10+ years.”

So, what can we do when we get those...

Customer Service 101: 5 Things Agents Should Be Doing [VIDEO]

All customer service agents spend their day handling frustrated customers and solving difficult and unique challenges call after call, every day. Sound easy? It is not.

It can be difficult for agents and managers alike to handle each call...

6 Tips for Delivering an Authentic Call Center Script

One way or another, the great majority of  customer service reps are going to utilize a script on a few, some, or perhaps all of their calls. However the last thing any of us wants when we call a customer service department is an agent who...

Call Center Culture: 4 Ways to Create an Engaged Workforce

People want to work for companies with an engaging environment. And call center companies want to retain talented CSRs. So, here are four key methods to better retain your quality employees. Not only will these tips improve employee retention,...

Top 9 Mistakes People Make When They Interview Telephony Vendors [VIDEO]

Finding the perfect telephony vendor for your company, much like partnering with any other type of business, is not easy!

And when it comes to interviewing telephony vendors, you need to know “enough to be dangerous” about the telephony industry,...

Road to Security: Our SOC2 and PCI Certifications

Data security is top-of-mind with everyone now, especially anyone who shops online. So, it is critical that call centers assure customers and business partners that their credit card and other sensitive information is safe. In order to build that...

4 Tips to Improve Call Center Scheduling

Call center scheduling is a difficult and time-consuming job. Top that with trying to satisfy the needs of all your staff while also meeting service levels, and you are one busy manager. And if you are using Microsoft Excel (or Google Sheets) for...

5 Call Center Lessons to Gobble Up From Butterball's Famous Turkey Talk-Line

No call center wants to run a-fowl of their customers this hectic holiday season. Whether customers are in a jolly mood or in full stress mode, we want to give them a friendly, helpful experience. But as every call center agent knows, that is not...

The Key to CSR Success is Something You May Not Have Considered

There are a lot of factors that contribute to a call center representative’s success — company knowledge, experience on the phone, and the list goes on.

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