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Blog

Contact Center Management

Featured
Woman working from home using laptop and wearing headset
Featured
Feb 20, 2021

Employee Engagement Survey Questions and Tips All HR Leaders Must Know

Employee engagement surveys can help you discover how to boost employee satisfaction and retention. Here are some questions and tips to consider.
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Featured
modern clock on a wall symbolizing average handle time in the call center
Featured
Jan 13, 2021

Improve Average Handle Time in the Call Center: A 6-Point Action Plan

Balance efficiency and quality with these six steps to improving AHT while still providing stand-out service.
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Featured
business man with glasses planning customer service management strategy at a board with sticky notes
Featured
Jan 11, 2021

5 Elements of a Winning Customer Service Management Strategy

The best customer service management strategy has clear goals, solid journey maps, strong processes, metrics, and a customer-centric culture.
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Featured
smiling customer engagement on mobile symbolizing customer service goals and objectives being accomplished
Featured
Jan 3, 2021

Customer Service Goals: The Top 5 Objectives (+ Examples)

While contact resolution is priority number one, there are four other goals that have a major impact on the customer experience.
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Featured
Contact center agent smiling talking on headset.
Featured
Dec 15, 2020

CRM Selection Checklist: How to Find the Right Customer Engagement Solution for You

Looking for a customer engagement CRM solution, or looking to switch to a new one? Here are some ideas to help get your research started.
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Featured
Woman with headset in contact center
Featured
Nov 18, 2020

Call Center Capacity Planning: 3 Ways Automation Can Help

Well-executed call center capacity planning can be the difference between excellent and frustrating support experiences for agents and customers alike. See how automation can help.
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Featured
Hand pointing to chatbot graphic
Featured
Oct 21, 2020

AI Customer Service: How It’s Helping Brands Boost CX

Artificial intelligence is helping brands elevate customer service and meet customers' growing expectations for fast, efficient support.
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Featured
professional woman working on laptop creating customer service response templates
Featured
Oct 8, 2020

Customer Service Response Templates: 8 Do’s and Don’ts for Replying to Customer Emails

Email templates give agents a solid jumping-off point and enable faster replies. Follow these tips to make sure your customer service email responses are on point.
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Featured
contact center agents working to break free from their call center script using call center scripting software
Featured
Jul 28, 2020

How to Break Free from Call Center Scripts

Today's consumers want authenticity, not contrived, scripted experiences. Learn how to move past call center scripts.
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Featured
call center agents using next best action
Featured
Jul 16, 2020

Why It’s Time for Customer Service to Embrace Next Best Action

The time has come for next best action to have its moment in the spotlight, and here's why.
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Featured
agent working in call center laughing
Featured
Jun 27, 2020

9 Important Call Center Industry Standards & How to Beat Them

How do you stack up against industry benchmarks for response times and agent efficiency metrics?
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Featured
agents listening to manager for call center training specifically customer service skills training
Featured
May 15, 2020

Customer Service Skills Training: 5 Best Practices You Should Be Following

Leverage these tips and best practices to create a better experience for agents and customers alike.
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Featured
image of gears with words and goals
Featured
Apr 16, 2020

How to Pull Insights from Your CRM – Part II: Business Insights

Learn the key metrics that can help contact centers deliver insights to other areas of the business.
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Featured
man working from home
Featured
Mar 23, 2020

What You Need to Know About Transitioning to Work-from-Home Customer Service

Learn how to ensure a smooth transition for your work-from-home customer support agents and your customers.
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Featured
unhappy customer interacting with smartphone showing need for customer retention strategies that work
Featured
Jan 18, 2020

Customer Retention Strategies: Start with Calculating Customer Churn

Customer attrition, also called customer churn, is a measurement of how many customers stop doing business with you over a given period of time. Of course, losing customers is more than just an emotional matter -- acquiring new customers costs up to seven times as much as retaining your existing ones.
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Featured
coworkers comparing crm vs. cxm customer insights
Featured
Jan 17, 2020

What’s the Difference Between CRM and CXM?

There’s so much customer data that more focused subsets of CRM software have emerged. This is a tale of two CRMs: Sales CRM and Customer Service CRM, or CXM.
Read More »
Featured
Work from Home Crisis Management
Featured
Jan 4, 2020

12 CRM Best Practices to Get More from Your Contact Center Software

Your CRM is a major investment – that’s why it’s so important to make sure you’re getting the most out of your software.
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Featured
call center manager tracking key call center KPIs
Featured
Nov 25, 2019

14 Call Center KPIs You Absolutely Need to Track

Which metrics are most important to measure your team's effectiveness and highlight areas to improve?
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Featured
gears illustration to represent robotic process automation or rpa
Featured
Sep 26, 2019

What is Robotic Process Automation (RPA) and What Does It Have to Do with Customer Care?

Learn how robotic process automation, or RPA, can make a positive impact on the customer experience.
Read More »
Featured
businesswoman at desk worried social media strategy is falling behind
Featured
Aug 5, 2019

Is Your Social Media Strategy Falling Behind?

Astute SVP Shellie Vornhagen shares four indicators your social media strategy could be headed for trouble.
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Featured
woman checking social media on her phone while shopping
Featured
Jul 5, 2019

6 Social Media Best Practices for Customer Care

These 6 tips or best practices might not apply to your company right now, but they might help when you’re ready to up your social media game, or venture into new online territory.
Read More »
Featured
usb drive in a laptop
Featured
May 29, 2019

4 Reasons You Need to Have a Disaster Recovery Plan

Not having a disaster recovery plan in place could cost your business dearly. What's your business continuity plan?
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Featured
agents working in contact center using specialized crm software for customer service
Featured
May 22, 2019

What Is a Specialized CRM and Why Should You Care?

Which is right for you, a best-of-breed, specialized CRM or a generalized CRM? Learn the pros and cons of each.
Read More »
Featured
woman with fist in the air celebrating accomplishing customer goodwill fraud
Featured
Apr 1, 2019

Goodwill Abuse: How Customer Fraud Can Cost You Big

Time and time again, companies fall victim to fraudsters who abuse the trust of your customer service agents and exploit the gaps in your CRM technology for their own gain.
Read More »
Featured
social media managers managing problems
Featured
Oct 5, 2018

Social Media Problems: Justifying Your Social Media Efforts

For the past eight years, brands have flocked to reach their customers through social media networks, setting up business pages, pushing out content, working tirelessly to drive engagement. But what is it all for?
Read More »
Featured
consumer with mug shopping online ecommerce
Featured
Sep 5, 2018

How to Compete with the Top E-Retailers

Consumers love shopping online, but they have quite a few complaints, too. How can retail brands compete?
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Featured
smiling call center agent with headset
Featured
Aug 31, 2018

5 Reasons Integrated Agent Knowledge is Essential for Customer Case Management

Optimize your agent desktop experience by embedding valuable knowledge tools directly into their workflow.
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Featured
person managing social media on laptop and phone
Featured
Aug 5, 2018

3 Signs You Need to Simplify Your Brand’s Social Media Management

Consumers are more empowered than ever to engage with your brand on social media. Unless your brand can adapt to the higher levels of engagement and consumer expectations, it will become impossible to keep up in the complex social media environment.
Read More »
Featured
magnifying glass on documents
Featured
Jul 18, 2018

CRM Quality Assurance: 4 Steps to Cleaner Data Using Artificial Intelligence

There's a better way to ensure 100% of your cases are accurately coded. Clean up your data using automation.
Read More »
Featured
example of a customer service chatbot on a smartphone
Featured
Jul 9, 2018

Is There a Place for Chatbots in Your Organization?

Chatbots are becoming a viable option within enterprise support settings and for digital customer care.
Read More »

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