Industry Insights

Improving Agent Retention

By Kelli Massaro

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Is 100% Customer Satisfaction Achievable? For this Company Yes!

Simplicity Sofas is a beloved company and their customer service philosophy is very simple:

They do whatever it takes to surprise and delight customers. They make the furniture purchasing experience informative and enjoyable. They deliver more than...

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Virtual Agents Best Practices Series - People

As more and more managers venture in the Virtual Contact Center world and make the decision to have a portion of their company’s call center operation manned by Work at Home Agents, I thought it might be beneficial to share over the course of the...

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