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The Step-by-Step Guide to Agent Scorecards

For something that plays such a massive role in how customer service teams operate, agent scorecards rarely get the spotlight they deserve.
How to Make the Most of Your Contact Center During the COVID-19 Pandemic

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....
The Complete Guide to Handling Challenging Customers

If you work at a contact center, you’ve probably encountered angry and frustrated customers from time to time.