8 Time-Saving Tips for Small Business that Actually Work

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“There aren’t enough hours in the day.” How many times have you grumbled this phrase after adding yet another item to your to-do list? This all-too-frequent lamentation is heard ‘round the business world and at smaller businesses in particular. With so much to do, so many hats to wear and so litt [...]

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8 Things Bad First Dates & Bad Meetings Have in Common

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The awkward pauses. Yawns. Glances at the phone. Watching the clock, willing the minutes to tick by so you can leave. We've all been there, either during a nightmare of a first date or a bad meeting. (Or maybe both 😬) The sad reality is that too many work meetings feel a lot like b [...]

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8 Tips for Building a Game-Changing Contact Center Quality Form

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A quality form or rubric that outlines the criteria for successful customer interactions is a core component to contact center quality management. When we review customer interactions and coach our agents using that criteria it ensures customers consistently receive excellent service. Creating a qu [...]

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The Three Traits of an Effective Meeting

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What are the traits of an effective meeting? If you’re someone who leads or attends a lot of meetings, you’ve no doubt experienced some of the best and worst that meetings have to offer. We’ve likely all been in the meeting with no clear purpose, the one that starts late and runs long, the one that [...]

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When Do We Break the Rules−and When Do We Follow Them?

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In his Psychology Today article “When Breaking the Rules is the Smart Thing to Do,” author and change leadership consultant Gustavo Razzetti says while most people are afraid to break the rules, others think rules are meant to be broken. Undoubtedly there are rule-followers and rule-breakers, but I [...]

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What Contact Center Metrics Actually Matter?

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Change is happening at a dizzying pace. Nowadays instead of flagging a taxi, you request an Uber or Lyft. Or, if your destination is just a few blocks away, you might just zip over on a Lime or Byrd. Rather than having cash in your pocket, you may use Apple Pay and a Venmo account. Home for the ev [...]

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The Real Purpose of Contact Center Quality Management

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I was just a few years out of college and a couple of years into my first customer service manager job at a startup when one of our agents, who had previous contact center experience, asked, “Hey, are you gonna do quality assurance at some point?” Not known for my ability to BS, I responded with an [...]

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SD-WAN with Cloud-Delivered Communications: A Match Made in Heaven

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The benefits of the cloud are well known and hardly need to be debated on: access, agility, elasticity, lower administration cost and even better security, they are just given and supporting the digital transformations. This blog post is for someone who is looking to understand the dynamics betwee [...]

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4 Crucial Tips for Working in a Call Center

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Call centers can be a somewhat stressful work environment and not always conducive to long career decisions. But if you’re a savvy call center leader, you know there is a secret to keeping a positive and productive outlook in contact centers. Every positive interaction that a potential buyer has w [...]

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Customers Value Their Time, And So Should You

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Every customer service nightmare begins with, “Can you hold, please?” What often follows next is a pinball effect of rerouting through different agents and repeated information requests. In the age where positive customer experiences are a crucial competitive differentiator, preventing these scenar [...]

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