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Category: Training & Development

2019 contact center trends

Business Practices

Contact Center Trends for 2019 and Beyond

Coming into the half way mark of 2019, I thought it would be the perfect time to look into some

May 22, 2019

Customer Satisfaction

Customer Experience

Bridging the Gap Between Agent Training and Customer Satisfaction

In one of my earlier blog posts this year, I talked about why your agents are the foundation and future

May 15, 2019

training contact center

Business Practices

Back to the Basics, Part Three: Training in the Contact Center

Contact Center managers must understand the importance of having effective and ongoing training in place for agents. Training is what

July 10, 2018

Call Center Operations

Call Center Operations

Back to the Basics, Part One: Contact Center Operations Management

Your contact center is central to your customer service delivery and the overall customer experience, whether it’s through the phone,

July 3, 2018