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From Idea to Execution: The Role of Outsourcing in Accelerating Startup Growth

May 19, 2023 by

Learn how outsourcing can accelerate Startup growth.

How To Build A Successful Call Center Training Program

May 5, 2023 by

Boost call center performance with a comprehensive training program; improve customer satisfaction, employee retention, and business success.

Why AI Cannot Replace Agents (For Now)

April 21, 2023 by

The advent of artificial intelligence (AI) has led to significant advancements in various industries, from healthcare and finance to education and entertainment. In fact, according to a study by McKinsey, AI has the potential to create an estimated $13 trillion in value annually across various sectors by 2030. AI’s potential to automate tasks has made …

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The Importance of Emotional Intelligence for Call Center Agents and How to Develop It

April 6, 2023 by

In the dynamic customer service environment, call center agents face the challenge of juggling multiple inquiries, calming frustrated customers, and leaving a positive impression. Success in this demanding role requires not only technical skills but also emotional intelligence. Emotional intelligence is crucial for agents, as it enables them to connect with customers, understand their needs, …

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The Benefits And Risks Of Artificial Intelligence

March 3, 2023 by

As the world leans into the advancement of Artificial Intelligence (AI), and the potential changes it will bring becomes apparent, our understanding of how we go about our lives will drastically transform. Starting from Tesla’s autopilot feature, most of us never thought of witnessing self-driving cars in our lifetime, and now we are accustomed to …

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The Power Of Social Media In Customer Service

February 3, 2023 by

In today’s fast-paced and constantly connected world, social media has become an integral part of our daily lives. From staying connected with friends and family, to following our favorite brands, social media has changed the way we communicate and interact with the world around us. For businesses, social media has also become an important tool …

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How To Avoid Critical Effects Of Layoffs

January 6, 2023 by

Layoffs are a common occurrence in today’s business world, and they can have significant effects on organizations and their stakeholders. Layoffs, which can be the result of downsizing or restructuring, refer to the permanent termination of employment for a group of employees, usually due to financial, operational, or strategic reasons. Layoffs are often implemented as …

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Why Your Back Office Processes Is Missing The Mark (And How You Can Fix It)

December 1, 2022 by

Are you a business owner, leader, or manager struggling to balance front-end and back-end processes within your organization? The truth of the matter is that everyday business tasks can be overwhelming to most. A company with ineffective business processes can affect an organization’s business efficiency – which impacts operations, customer experience, customer service, and workflow. …

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How To Reduce Call Abandon Rate

November 4, 2022 by

One of the most important KPIs (Key Performance Indicators) for customer service call center companies is measuring and reducing call abandonment rates. Reducing abandoned calls, and improving call handling for call centers is always the goal to increase customer satisfaction for current and future customers. Call abandonment is when a caller hangs up before any …

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Spark Joy: How To Get Rid Of Stress At Work

October 7, 2022 by

Have you been feeling stressed out at work lately? A study conducted by the American Psychological Association found that work-related stress is the second leading cause of stress among Americans, next to financial problems. In fact, in a 2010 poll, 70% of respondents voted that workplace stress impacts their physical and emotional well-being.  With that …

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