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Benchmarking… Should you bother?

To benchmark or not to benchmark—is that a question you’re facing? If you oversee call centers or work frequently with metrics, benchmarking to determine how you measure up against best practices is...

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Add Southern Charm To Your Call Center Training

There is a lot of buzz in the industry about US based companies creating new call centers in Georgia. After reading a couple articles I sat down and gave it some thought. Is it because many Georgia...

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Problem Solving Skills: a Crucial Call Center Trait

When you’re working in a call center, you never know what the deck is going to deal you. You may get the inquisitive customer, the customer seeking a solution, or even the fed up and angry customer....

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