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Call Centers

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Call Centers
May 31, 2017

Weaponizing your Customer Experience Strategy Part III: Coaches are the Critical Link

“Coaching is unlocking a person’s potential…it is helping them to learn rather than teaching them.”  – Timothy…
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Call Centers
January 19, 2016

Sales Force Competence Directly Impacts Customer Confidence

Who are your salespeople?  Do you know their names? Their background or previous experience? What…
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Call Centers
November 6, 2015

This Call May Be Monitored For No Apparent Reason

“Not everything that can be counted counts, and not everything that counts can be counted.”…
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Call Centers
October 15, 2015

6 Keys to Sales Enablement Done Right

“Every year we make significant investments in TV spots, sales leads, marketing materials, new technology……
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Call Centers
July 11, 2015

The Quality Revolution: Five Keys to Transforming Your Quality Program Key #5: Certification & Continuous Improvement

A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming…
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Call Centers
July 11, 2015

The Quality Revolution: Five Keys to Transforming Your Quality Program Key #4: Foster the Human Connection

A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming…
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Call Centers
July 11, 2015

The Quality Revolution: Five Keys to Transforming Your Quality Program Key #3: Automate Calibration

A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming…
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