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Find and explore a range of content on strategies for enhancing call and contact centre agent performance with advice on feedback, coaching, and KPIs.
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What Is Performance Management? With a Definition and…
29 Quick Wins Every Manager Should Know for Boosting…
Key Strategies to Maximize Contact Centre Performance
20 Expert Ideas to Improve Your Customer Service Skills
The Best Metrics for Contact Centre Performance Tracking
6 Key Steps to Deliver a Measurable Improvement in…
Effective Ways to Unlock Agent Productivity
Technology to Boost Agent Productivity
How to Avoid Serving Customers on Autopilot
Performance Management Best Practices
Productivity Hack – A 4-Day Working Week
How to Improve Agent Consistency with Analytics
The 5 Danger Signs of Complacency in Your Contact Centre
10 Key Questions to Find Out Why Your Advisors Are…
Should We Multi-Skill or Single Skill Our Advisors?
How to Assess the Strengths and Weaknesses of Call…
Contact Centre Performance Challenges and How to Fix Them
How to Create the Case for Performance Change
Key Signs of Broken Processes (and How to Fix Them)
Drive Success! 40 Tips to Boost Team Performance
Webinar Recording: How to Properly Assess Agent…
How to Use the 3 Strike Rule in the Contact Centre
The 6 Steps to More Competent Agents
Metrics for Training Agents
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What are you interested in?
How to Deal with That Awkward Agent
7 Ways You’re Punishing Your Best Agents Right Now
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Research: The Future of AI-Powered Experiences
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Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar
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From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
How To Forward a Voicemail on Any Device
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Webinar: Balancing Efficiency with Empathy in Customer Service
Webinar: Boosting Customer Satisfaction in Contact Centres
Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise