Blog

Essential Customer Service Skills for Every Call Center Agent

May 15, 2019 Jim Iyoob Essential Customer Service Skills for Every Call Center Agent

As the primary point of contact in the customer experience, call center agents to play an integral role in the success of a company. A…

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The Multi-Channel Contact Center: More than Just Incoming Calls

Sep 15, 2017 Patrick Reynolds The Multi-Channel Contact Center: More than Just Incoming Calls

Customers have a variety of ways in which they can communicate with businesses and organizations today, and it is no longer appropriate to handle all…

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Five Characteristics of a Successful Team

Sep 13, 2017 Matt Rocco Five Characteristics of a Successful Team

One of the greatest football coaches of all time, Vince Lombardi, once said, “Teamwork is what the Green Bay Packers were all about. We didn’t…

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Empowering Agents with the Right Tools

Sep 07, 2017 Amit Kachhawa Empowering Agents with the Right Tools

Empowering your agents is a continuous process of providing them comprehensive training, resources, motivation, encouragement and the right tools. This practice shows your agents you…

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Developing Strong Loyal Employees

Sep 06, 2017 Matt Rocco Developing Strong Loyal Employees

One of the things that I enjoy most about leading Etech Global Services is the fact that I get to work with a group of…

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How to Raise the Emotional Intelligence of Your Call Center Staff

May 24, 2017 Matt Rocco How to Raise the Emotional Intelligence of Your Call Center Staff

Emotional intelligence, or EQ, is the skill of being able to understand how others feel and using that information to influence how you can proactively…

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What Makes a Great Agent?

Jan 01, 2016 Kaylene Eckels What Makes a Great Agent?

“What makes a great agent?” This is a key question that every leader in the contact center asks. They understand that with great agents serving…

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What are the best incentives Call Center Managers can offer Agents?

Sep 25, 2015 Patrick Reynolds What are the best incentives Call Center Managers can offer Agents?

Many people know that turnover among agents in the call centers are high, but most leaders don’t know how to prevent it nor do they…

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