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How to Ask Probing Questions | Online Call Center Agent Soft Skills Part 23

How to Ask Probing Questions | Online Call Center Agent Soft Skills Part 23 In customer service, callers don’t always get to the heart of their issue right away. Often, you need more details to properly help. An essential tool that c...

Do and Don’t Phrases for Contact Center Agents | Online Call Center Agent Soft Skills Part 25

Do and Don’t Phrases for Contact Center Agents | Online Call Center Agent Soft Skills Part 25 The best contact center agents not only have an extensive knowledge of company products and services but are also excellent communicators. One of the skills ...

Maximizing the Human in the Call Center | Guest: Nicholas MacDonald

Maximizing the Human in the Call Center | Guest: Nicholas MacDonald Bruce Belfiore as he interviews industry veteran Mark Brody about getting your center "unstuck" by supporting your front line agents - - and making them stars.

Making Metrics Matter to Your Employees | Managing Metrics

Making Metrics Matter to Your Employees | Managing Metrics Key performance indicators (KPIs) are extremely important to most contact center managers. However, few are good at making their employees truly feel and emb...

How to Avoid a Monotone Voice | Online Call Center Soft Skills Part 30

How to Avoid a Monotone Voice | Online Call Center Soft Skills Part 30 In a contact center, effective communication can’t be made through words alone. Adding variety to your voice enables you to convey information more clearly a...