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Cost-Efficiency and Scalability: The Business Case for Intelligent Automation in Contact Centers

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Is Leadership Chronic Stress Poisoning Your Culture & Increasing Your Attrition?

The Machines Have Taken Over, Now What?

ChatGPT – is it the answer to customer service?

WHY ISN’T CUSTOMER SERVICE IMPROVING?

The Contact Center Training Evolution

Your Hybrid Work Environment is Causing Stress and Burnout

THE ADDED VALUE OF TEAM EQUITY IN CONTACT CENTERS

Key Considerations for A Healthy Contact Center

Mental Fitness for Stress Reduction and Managing Triggers

Working from home IS personal…

Employee Engagement, are we still tripping over the same rocks?

Here’s Why Voice Channels Will Remain Evergreen in Call Centers

HOW TO PREVENT AGENT APATHY

Customer Service Unplugged — Or Why Empathy Matters

What Can Contact Center Leaders Learn from Teaching Kindness to Improve Medicare Star Rating Numbers

Successful Customer Service is Personal

Achieving a Service Level of 90% with a Brand New Remote Contact Center in Less than 120 Days

The Hiring Game Has Changed: Strategies for Solving Staffing Issues

How to Combat Quiet Quitting in the Call Center

Agents Will Be Empowered Only If They Feel Valued — And You Must Continuously Prove It to Them

Customer Service Isn’t the Cost You Want to Cut

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

How Hyatt Has Made Call Centers More About Care

Best Practices For A Powerful Professional Network: Part 9

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