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Call Center Horror Stories Told by Customers (And How to Avoid Them)

[fa icon="calendar'] Apr 15, 2016 1:41:39 PM / by Jade Longelin posted in Contact Center, tips, performance metric, quality management,

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The contact center world is a beast that can bring out the best and worst in us. Agents can feel real satisfaction when they hang up the phone knowing they’ve added genuine value, but it can also come with tremendous frustration when they receive screams on the other side of the line.

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Top 6 Call Center Quality Assurance Best Practices

[fa icon="calendar'] Mar 24, 2016 12:30:00 PM / by Jade Longelin posted in KPI, performance metric, quality

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Although call centers are largely misunderstood and underappreciated, they are at the heart of a company's organization. A call center is a company's first point of contact with customers.

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4 Non-Monetary Ways to Boost Agent Performance in Your Call Center

[fa icon="calendar'] Mar 9, 2016 7:30:00 AM / by Jade Longelin posted in Workforce Optimization, KPI, employee engagement, performance metric

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If you’re focused on bettering customer service within your call center, the first thing you should look to boost is agent performance. 

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