Do you make these mistakes when praising agents?
May 18, 2012 by Michele McGovern
Praise can make morale soar in a contact center – unless a leader screws it up. Here are the four most common mistakes.
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May 18, 2012 by Michele McGovern
Avoid these phrases: They undercut everything you say
May 17, 2012 by Michele McGovern
Watch out: You may bury your message when you use some all-too-common business buzzwords.
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The top reason customers are looking for you in social media
May 16, 2012 by Michele McGovern
Surprise: The main reason customers reach out to you in social media isn’t just to chat or vent.
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American customer satisfaction on rise: Guess who’s responsible
May 15, 2012 by Michele McGovern
Overall customer satisfaction is on the rise. Does your industry have an impact on the improvement?
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3 easy ways to keep your agents happy
May 14, 2012 by Michele McGovern
You can keep agents happy and loyal to your company by regularly asking them these three questions.
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How technology made training more important than ever
May 11, 2012 by Michele McGovern
Blame technology for the extra training you have to do. Then use our tips on the three best times to train agents.
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4 ways to perk up at work
May 10, 2012 by Michele McGovern
Some days it’s harder to stay focused on your tasks in the contact center. Here’s help when you need to perk up.
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5 things customers value most from your contact center
May 9, 2012 by Michele McGovern
You might be measuring too many – or the wrong – things in your contact center. This is what really matters to most customers.
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Top ways to increase first call resolution
May 8, 2012 by Michele McGovern
Customer satisfaction will go up quickly and steadily if first call resolution increases. Here are the top ways you can do it.
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4 tips for delivering better-than-ever online service
May 7, 2012 by Michele McGovern
The popularity of online service will only grow bigger. Here’s how to stay ahead of the game.
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