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Why is the hottest job in today’s market one we have never heard of?

Six months ago, very few of us had heard of a Contact Tracer. At the beginning of 2020 there were approximately 2,200 trained contact tracers in the United States employed by state health departments. Fast forward and organizations both private and...

Healthcare Call Center Best Practices: Work with a Qualified Call Center

When looking for the best contact center partner, keep in mind that not all call centers are alike, and they definitely do not all have the same experience in every vertical. 

Interpreting a Call Center Metrics Dashboard with The Connection®

When you outsource your customer service to a professional call center such as The Connection®, you expect their agents to do a great job on behalf of your company and your customers. But how do you know if they are performing as promised? At The...

Benefits of Outsourcing Your Appointment Setting Services

Business Process Outsourcing (BPO) appointment setting services have become especially popular with customer-conscious businesses because outsourcing offers multiple benefits for your brand and your bottom line.

Customer Service Trends to Look Out for in 2020

Remember when call center agents used to “serve” customers by robotically reciting scripts over the phone? Not anymore. These days, customers expect to have an entirely different experience, one that is personalized just for them. They can reach...

How to Leverage Quality Assurance Programs to Improve Your Customer Service Call Center

Providing top-quality customer service requires successful call center management of many moving and interconnected parts, not the least of which are all the personnel that you have answering the phones.

Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid Them

Without effective workforce forecasting, call centers cannot serve customers well or function profitably.

Virtually everything that goes into optimizing resources — recruiting, hiring, staffing, and scheduling — depends on having an accurate...

Call Center Staffing: Best Practices for an Outstanding Team

For many companies that operate their customer service call center internally, staffing is an ongoing concern. This is currently an even larger concern in an environment where the national unemployment rate is only 3.8%.  This can be both...

It's All in the Numbers: Your Ultimate Guide to Call Center Metrics

No company can stay in business without analyzing performance data. However, useful data depends on using the right set of key performance indicators, or KPIs. Fortunately, there are a lot of ways to gather these kinds of metrics in a customer...

9 Best Practices 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...

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