Providing a customer experience that’s consistently superior isn’t always easy with a distributed team of call center agents. If you’ve tried introducing customer service policies without having the right tools in place, you might have …
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Business Process Outsourcing (BPO) is one of the great silent powerhouses behind many global business operations. This unassuming giant works tirelessly behind the scenes to spin the cogwheels of many of the largest and well-known companies …
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Building a successful call center requires ongoing efforts to track agent performance, improve call times, and increase customer satisfaction. If you’ve tried monitoring these metrics with spreadsheets or other manual methods, you probably found them …
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Managing a virtual call center with a globally distributed workforce requires the right tech stack—especially if you aim to run an efficient, ROI-positive operation. Without a reliable solution, you’re likely: In this guide to virtual …
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Whether you need to scale a call center team or reduce agent turnover, you want to onboard the best employees for the role. Asking the right call center interview questions is crucial for screening unqualified …
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Welcome, folks! In today’s ultra-connected and fast-paced world, the ‘boss behind the big desk’ leadership style no longer cuts it. Leadership styles have evolved, and modern leadership practices are stepping into the limelight, focusing on …
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Welcome to the era of data! If you’ve been paying any attention to the business world these days, you’ve likely noticed that data is having quite the moment. And it’s not just a fleeting trend, …
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When you oversee large hybrid or remote teams, you need a reliable solution for monitoring and improving employee productivity. Yet you’ve likely found that most tracking tools fall short when it comes to enterprise-level needs, …