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2025 Consumer Expectations Report: AI, Omnichannel, and the New Landscape of Consumer Expectations

Jan 24, 2025

2025 Consumer Expectations Report: AI, Omnichannel, and the New Landscape of Consumer Expectations

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Distinguishing Real From Hype: How Contact Centers Are Actually Using AI in 2023

Oct 2, 2023

Distinguishing Real From Hype: How Contact Centers Are Actually Using AI in 2023

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3 Ways To Boost Contact Center Efficiency With Agent Training

Jun 12, 2023

3 Ways To Boost Contact Center Efficiency With Agent Training

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Want to Cut 66% of Call Mistakes? Lower Your Agents' Stress

Apr 10, 2023

Want to Cut 66% of Call Mistakes? Lower Your Agents' Stress

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Overcoming Distrust On Calls: Professor Mike Yeomans on Building Trust & Bad Questions

Mar 6, 2023

Overcoming Distrust On Calls: Professor Mike Yeomans on Building Trust & Bad Questions

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Is the Contact Center a Good Career? Tenured Agents Say Yes

Feb 6, 2023

Is the Contact Center a Good Career? Tenured Agents Say Yes

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Why Contact Center Agents Should Spend More Time Asking Questions

Jan 23, 2023

Why Contact Center Agents Should Spend More Time Asking Questions

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Contact Center Training Methods: The Good, The Bad, and The Ugly

Jan 9, 2023

Contact Center Training Methods: The Good, The Bad, and The Ugly

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Questions Are Magic: Professor Alison Wood Brooks on the Power of Humor, Question-Asking, & Small Talk

Nov 14, 2022

Questions Are Magic: Professor Alison Wood Brooks on the Power of Humor, Question-Asking, & Small Talk

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How to Fix Onboarding, According to 400+ Contact Center Employees

Oct 31, 2022

How to Fix Onboarding, According to 400+ Contact Center Employees

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How to Drive Revenue by Cross-Training Contact Center Agents

Oct 2, 2022

How to Drive Revenue by Cross-Training Contact Center Agents

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How Do Executive Attitudes Influence the Contact Center Agent Experience?

Sep 15, 2022

How Do Executive Attitudes Influence the Contact Center Agent Experience?

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3 Reasons Why Contact Centers Shouldn't Cut Budgets During a Recession

Aug 10, 2022

3 Reasons Why Contact Centers Shouldn't Cut Budgets During a Recession

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Why Do Agents Go Off Script? Mistakes vs Improvisation

Jul 7, 2022

Why Do Agents Go Off Script? Mistakes vs Improvisation

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The Case For the Anti-Script: A Multifactor Analysis of Script Adherence

Jun 23, 2022

The Case For the Anti-Script: A Multifactor Analysis of Script Adherence

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Why the Biggest Contact Centers Have the Least Effective Call Scripts

Jun 13, 2022

Why the Biggest Contact Centers Have the Least Effective Call Scripts

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Call Scripts in 2022: What In-Person, Virtual, and Hybrid Agents Really Think

May 31, 2022

Call Scripts in 2022: What In-Person, Virtual, and Hybrid Agents Really Think

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What Do Consumers Think About AI?

May 17, 2022

What Do Consumers Think About AI?

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2 Out of 3 Contact Center Agents Want to Change Their Script

May 3, 2022

2 Out of 3 Contact Center Agents Want to Change Their Script

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How Contact Center Size Impacts Manager Coaching Methods

Apr 18, 2022

How Contact Center Size Impacts Manager Coaching Methods

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Key Factors to Agent Retention: Career Motivations in the Contact Center

Feb 1, 2022

Key Factors to Agent Retention: Career Motivations in the Contact Center

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What an Employee’s Age Says About Their Goals in the Contact Center

Jan 21, 2022

What an Employee’s Age Says About Their Goals in the Contact Center

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We Surveyed 500 Managers About Call Center Coaching. Conclusion: It’s Not Working.

Oct 22, 2021

We Surveyed 500 Managers About Call Center Coaching. Conclusion: It’s Not Working.

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