Angry Call Center Customers

How to Handle Angry Customers in Your Contact Center

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Frustration, discontentment and dissatisfaction are frequent drivers of angry call center customers. Coaching your contact center agents on how to navigate calls from angry customers will decrease call handle times, improve productivity and elevate the customer experience. Here are a few tips for helping your agents deal with these tense situations:  Listen: The first thing most angry customer callers want to do […]

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sumtotal

SumTotal Systems Enhances Customer Support with Cloud

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As a subsidiary of Skillsoft, a well-known content management company, SumTotal Systems has carved out an impressive niche in the learning management space. Along with a suite of HR products, the company provides training, compliance, professional certification and other types of content to practically every industry, from pharmaceuticals to universities. Administrators and end users all […]

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Contact Center Outsourcing

The Pros and Cons of Contact Center Outsourcing

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Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located.  Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations. First […]

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First Call Resolution

Improve your CSAT by Measuring First Call Resolution

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Spend any time around a contact center and you’ll likely hear the acronym FCR. What does FCR stand for? The definition has changed a bit over time as call centers transformed into contact centers that handle more than just calls. Back in the call center days, FCR stood for First Call Resolution. Today FCR is commonly understood to mean First Contact Resolution.  The definition has changed, but the […]

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global industrial

Global Industrial Reduces Customer Wait Times to Improve Satisfaction

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A subsidiary of Systemax Inc., Global Industrial has spent over 60 years as the leading supplier of private label and brand name industrial equipment and supplies to businesses throughout North America. The company sells more than 1,000,000 industrial, material handling and business products through its website, corporate sales and catalogs. Obviously, customer support is an […]

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Employee Motivation in Your Contact Center

10 Ways to Increase Employee Motivation in Your Contact Center

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Employee motivation is one of the most intense challenges faced by contact centers today. With Millennials now the largest living population, they will represent 75% of the workforce by 2030. This up-and-coming generation is having a major impact on contact center growth and is driving an evolution in company culture, especially around the concept of employee motivation.   Here are 10 ways contact […]

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