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When it comes to customer support, employee empowerment is defined as allowing phone agents to make fast decisions — on the spot — in favor of the customer. It is critically important for organizations to give customer support agents the

The long hard winter is finally over! It’s starting to feel like spring – the sun is shining, the temperatures are warming, and companies everywhere are cleansing their customer data! While some companies dread the intensive process of ensuring that

Operating a successful call center requires an extensive investment in upfront costs and ongoing expenses. Running an internal call center successfully demands a unique skill set, involves highly complex technology, and can distract businesses from focusing on their core competencies.

Subcontracting your contact center operations can be an excellent move for your company or an agonizing error if done inaccurately. Below are a few tips to warrant that contact center subcontracting is advantageous for your business. 1.) Get out