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Customer Experience & the Call Center
The call center doesn’t define the customer experience, but can be held accountable to deliver it.
In this presentation Colin Taylor shares how you can mitigate conflicting messages and expectations and align your call center with the desired and expected customer experience.
View the presentation here
15 steps to Improve your Contact Center
The Great Resignation, The Great Re-Think, or The Great Retirement?
Evolution of Contact Center Scripts
Managing potential problems in large-scale Contact Center projects
Make 2022 the Best Year Ever for Your Contact Center!
Partnering with only one CCaaS supplier in the Cloud Paradigm?
Bright Spots for Customer Service
Multiple Workstyles May Signal the Need for New Compensation Plans at Many US Contact Centers
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