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Is it Time to Bid Farewell to the Email Customer Service Channel?

Is it time to retire email as a customer service channel? The emergence of chat and generative AI innovations promises a seismic impact...

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Leveraging Questions to Deliver Tailored Advice: Customer Service Best Practice

Effective and efficient questioning is the quickest and most engaging way to gather information and uncover the root cause of a problem.

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Contact Center Outsourced Quality Assurance Primer

The top 10 reasons companies outsource their call center or contact center quality monitoring.

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Top 10 Qualities of a GREAT Call Center Quality Assurance Analyst

Contact Center Quality Assurance Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.