call center agents

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 customer service requests via a telephone call center. All businesses and non-corporate customer-facing groups should be working towards creating a multi-channel contact center; but what does that mean in practice? …

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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 trust them.  Giving them the confidence and tools to find customer solutions will allow them to take that power and deliver on providing a remarkable customer experience. The agent is …

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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 customers, all stakeholders will be happy and satisfied. Many aspects make an agent great, and I believe being a great communicator tops the list. In essence, we can talk about …

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