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4 steps that will get your calls returned

by Michele McGovern September 27, 2012 Comments (0)

Some customers and co-workers aren’t as reliable about returning calls as you are. Here’s how to get them to be.

Inspire agents to shoot for the next level

by Michele McGovern September 24, 2012 Comments (0)

Almost every agent can do at least a little better. All they need is the right kind of inspiration from their leaders.

4 kinds of customers – and the best ways to deal with them

by Michele McGovern September 12, 2012 Comments (0)

Do you know which customers prefer to chat or which want all the details? This guide to the four most common types can help agents decide their service style.

What makes Millennials loyal contact center employees

by Michele McGovern September 10, 2012 Comments (0)

Think the youngest generation of workers will be self-centered and disloyal to employers? Not really, new research found.

Oh $#!+ – a great agent just quit: Now what?

by Michele McGovern September 7, 2012 Comments (0)

A great agent just quit, leaving a big hole in operations. Here’s what you should’ve done before, and should do now.

3 ways to pump up your listening skills

by Michele McGovern September 7, 2012 Comments (0)

Care and concern usually come natural to contact center pros. Listening is a skill that comes with a little more fine-tuning. Here’s how to pump up yours.