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The ultimate guide to call centers
Whether you want to become a call center agent or start your own call center, here's everything you need to know before you get started.
Latest stories
Article Live chat vs. phone support: Which should you choose?
Different customer service channels offer unique sets of benefits to a business and to customers. Here's what to keep in mind when weighing live chat vs. phone support.
Article 11 call center skills for successful call center agents
Need to hire agents to work the phones? Here are some tips for hiring candidates with the right call center skills.
Article What everyone should know about integrated phone support
Unfortunately, most companies don’t have an integrated solution for phone support. It's time we shine a light onto phone support operations
Article Text support: get it right the first time
Including text support as part of your multichannel strategy is a great way to provide better…
Article Call center management best practices: 8 tips for success
Master call center management using workforce optimization techniques, scheduling, and call center technology.
Article 6 call center script best practices
The effectiveness of call center script templates depends on how you use them. Find call center script examples and learn how to boost support.
Article Onboarding a business process outsourcer? Follow the four “Ts”
If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers
Article What is average handle time? Calculate it with caution.
Average handle time (AHT) can help companies gauge the strength of their call center and phone support. It's a helpful KPI, but should be interpreted with a grain of salt.