Increase
customer satisfaction by offering personalized call treatment.-
The Step-by-Step Guide to Agent Scorecards
by Gabriel De Guzman | Published On July 23, 2025
For something that plays such a massive role in how customer service teams operate, agent scorecards rarely get the spotlight they deserve.
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Emergency Contact Center: A Lifeline in Crisis Management
by Erina Suzuki | Published On March 24, 2023
With extreme weather events on the rise, there are ways organizations can take steps to keep their customers safe. Contact centers play an important role in preparing people and ensuring their safety by maintaining timely communication.
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7 Essential Software Integrations for Call Centers
by Erina Suzuki | Published On March 10, 2023
Call centers can improve their operations and deliver superior customer service with powerful software integrations. These tools make it easier to streamline processes so that customers get the best possible experience from your team.
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The Complete Guide to Handling Challenging Customers
by Erina Suzuki | Published On May 31, 2022
If you work at a contact center, you’ve probably encountered angry and frustrated customers from time to time.
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New Call Center Agents Should Keep These 7 Tips in Mind
by Erina Suzuki | Published On April 29, 2022
Congratulations! You nailed the interview, got the job, and your first day as a call center agent is right around the corner.
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How can academic institutions leverage customer service as their competitive advantage?
by Erina Suzuki | Published On March 25, 2022
The importance of connecting with students in meaningful, effective ways cannot be overstated. If higher education providers want to succeed amongst their competitors, they need to prioritize a customer-centric strategy in their organization.
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The Four Pillars of Customer Service: Resource Management
by Erina Suzuki | Published On January 6, 2022
Oftentimes, we hear organizations emphasizing the importance of customer experience. While the customer experience plays a dominant role for organizations, the employee experience usually gets overlooked.
Congratulations! You nailed the interview, got the job, and your first day as a call center agent is right around the corner.
Contact centers are the direct point of communication between you and your customers. They influence the perception of your organization and play a role in customer satisfaction with your product or service, directly influencing if customers are going to recommend...
Society today is in a unique position as a result of the current COVID-19 pandemic. Individuals and businesses everywhere are facing much uncertainty regarding the current circumstances, how long they will last, and what exactly the long-term impacts will be....