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Contact Center Quality Assurance Job Description + KPIs

Contact Center Quality Assurance Specialist/Analyst job description and key performance measures. Updated for 2025.

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Top 10 Customer Service Skills for 2025

[2025 Update] Here are the top 10 skills your customer service agents need to deliver an experience that reflects your brand at its best.

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Hard Skills vs. Soft Skills in Customer Service: The Crucial Balance

In any contact center scenario, the effectiveness of customer interactions often hinges on the interplay between hard skills and soft skills

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Mastering Call Control: Essential Techniques for Customer Service Reps

Managing talk time is one of the most challenging aspects of being a Customer Service Rep. Managing ATT is vital for any contact center.