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Should your call center agents go ‘unscripted?’

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In call centers, scripts guide agents in assisting customers, laying out what action should be taken when it comes to a specific problem, and supposedly guarantees high quality customer service. But it doesn’t account for what will happen if a customer suddenly “goes off-script.” When that happens, your customer support team must be empowered to improvise a solution. Continue Reading

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The 4 biggest call center trends you should embrace

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Advanced technologies are changing the way brands and consumers connect with each other. Aside from improving the quality of customer support, these innovations increase companies’ productivity and efficiency. Continue Reading

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7 Actionable tips for a friendly customer service

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Call center agents who deliver great service have one thing in common: they’re genuinely friendly to customers. Their sincerity lets them view the customers as the sole focus of their job and that allows them to appreciate the fact that they’ve chosen their brand above all the others. This kind of attitude is the foundation of a service that persuades customers to return for more purchases. Continue Reading

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5 Signs your call center agents can handle multiple channels

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Multichannel customer service is perhaps one of the biggest buzzwords ever since several smart devices have become mainstream. Every company aims to succeed as a multichannel service provider, and while this is favorable to customers, there are also several risks in doing so. Continue Reading

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