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The Basics for Providing Superior Customer Experiences through Your Contact Center

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Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)

State of Agent Experience 2022: Survey

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CUSTOMER SERVICE WEEK: WE SHOULD ALL BE PROUD!

Agents believe their organizations remain focused on CSat, BUT...

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Report finds that Agents are Proud of their Workplaces.

Organizational Structure: Foundation for Contact Center Success | 2021 UPDATE

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Coronavirus and Your Call Center: Don't Panic - Plan and Prepare.

Budget Bonanza? Check Yours Now!

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Customer Service Week: Be Ready, Here's How

Revitalizing Your Call Center: Small Changes that Make Big Differences

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Revitalizing Your Call Center - Small Changes that Make Big Differences

When Community Comes Together

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A New Year for Your Contact Center: An Excellent Time to Plan for Excellence!

Webinar: No More Boring Queue Time

Customer Service Week: Be Ready, Be Very Ready

Balancing Information Security and Customer Needs

Are Your Team Meetings Getting Stale? Try Using Huddle Boards!

Music Lessons for Call Center Coaches - Hitting the High Notes!

Customer Service Week is Coming! Are You Ready??

Team Development: Techniques Managers Forget

Agent Motivation Muddle: Don’t be the Monkey in the Middle.  Five Steps to Move From “This Stinks” to Success

The Agent Turnover Tornado: This Hurricane Can Hurt You

How To Deliver Remarkable Customer Service

How To Motivate Call Center Agents

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Customer Service Teams: Success with Generation Y

Say What? Optimizing Your Language Interpretation Capabilities

Leveraging Your International “Sibling Centers” for Fun and Profit

Everything You Wanted to Know About First Call Resolution

Balancing Hold Time and Transfers

First Call Resolution - It’s Not Only a Quality Metric

Nobel Prize for Economics - The Link Between Customer Contact and Economic Growth

Prince Charles and AHT

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Acting on the Voice of the Customer

What is Your Cost of Turnover? and why you should know it

Staffing Smart = Bucks to the Bottom Line

Big Data Meets Recruiting

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Initiating an At-Home Agent Policy

At Home Agents Are Strategic Assets - CallTalk Caramels

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Agent Satisfaction by Region - USA

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Agent Satisfaction and Commute

Satisfaction: Full-Time vs. Part-Time Agents

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Agents and Team Leads

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Customer Focus

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Work Schedules

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Organizational Vision

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Overall Satisfaction

Agent Voices

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Coaching is King: Skills Development Trumps Process Every Time!

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When 30% of Your Time is Spent on “I’ve Got a Complaint!” Calls

Investments in Employee Training… Are you getting bang for your buck?

BenchmarkPortal CEO Interview With CEOCFO Magazine

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Call Center Training

Team Meetings-How Your Employees Will Benefit

Avoiding Agent Burnout

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Social Media and The Call Center

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Complaint Resolution: When 30% of Your Time is Spent on “I’ve got a Complaint!” Calls

First Call Resolution Revisited

Developing a Customer-Centric Center

Benchmarking Made Easy

Compensation Strategies For Agents and Supervisors

How to Minimize After Call Work Time

Reducing Abandon Rate

Best Practices in Developing Your Caller Satisfaction Surveys

Understanding Contact Center Dashboards

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Service Level Best Practices

At-Home Agents: How to Recruit, Train, Monitor and Motivate

Dispelling Myths About Social Media

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WFM Analytics Demystified Session 2 of 2

Organizational Structure: Foundation for Contact Center Success

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2012 Year in Review by Bruce Belfiore, CEO, BenchmarkPortal

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Employee Morale: Ideas and Insights to Create an Outrageously Cool Culture

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Hold Time and Transfers: The Balancing Act You Can Win

Consumer and Agent Loyalty: 5 Questions You Need to Ask Yourself Before You Leave Work Tonight

Outbound Calls: Challenges and solutions for both blended and dedicated centers.

Stop botching your incentive plans: Get the science behind the results

Outsourcing: Which communications should you consider trusting to a partner?

At Home Agent

Team Meetings- Why Your Call Center Needs Them & How Your Employees Will Benefit

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Jan Van Der Reis interview with Bruce Belfiore Discussing Call Center Benchmarking Conference

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Adherence: The Problems, The Policies, The Best Practices

Complaints: How 3% of calls can take 30% of your time - strategies to manage them

Agent Satisfaction: How to measure it and how to manage it

First Call Resolution Revisited

Developing Agents Who Are More Customer-Centric

Benchmarking made easy: How your metrics can be leveraged for optimum results

Compensation Strategies for Agents and Supervisors

Articles & News

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