Best practices
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Top 11 call center skills every agent needs
Great call centers start with hiring agents with the right call center skills. Here are the personal qualities and technical skills agents should possess.
Article
9 min read
13 strategies for scaling customer support teams successfully
One challenge of growing a business is ensuring your customer service stays consistent. Learn how to scale your customer support without sacrificing quality.
Article
10 min read
What is a help desk? Definition, benefits, and functions
Effective help desks keep your customers happy and your employees productive. Learn more below.
Article
6 min read
Content management vs. knowledge management: Key differences
Learn how to blend content management and knowledge management to improve your customer experience.
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Article
16 min read
What is knowledge management? A guide for 2024
Knowledge management is critical for collecting and distributing information efficiently. Create your knowledge management process using these strategies.
Article
11 min read
What’s a BPO call center, and what does it do?
If your business doesn’t have the bandwidth to handle all your inbound and outbound calls, it may be time to let a BPO call center step in.
Article
8 min read
Customer retention rate + formula: A guide for 2024
The customer retention rate tallies the number of customers a company retains over time. Learn more about customer retention and how to calculate it.
Article
7 min read
Call center training: The essential guide for 2024
Call center training enhances agent development and productivity to make customers happier. Explore our guide for tips and download our training template for call centers.
Article
12 min read
Top 10 change management models: A comparison guide
Adapting to change can be easy. Learn about the top 10 change management models and methodologies to help your team successfully navigate organizational shifts.
Article
12 min read
15 call center resume examples, tips, and templates
Create a winning call center resume and stand out from the crowd with these tips, tricks, and examples.
Article
Loyalty programs: How they work, examples, and tips
Loyalty programs can encourage customers to continue purchasing from your brand. Learn why that’s important and explore examples you can emulate.
Article
7 min read
18 call center tips for delivering exceptional customer service
Follow these call center tips to improve customer satisfaction, reduce agent burnout, and boost productivity.
Article
10 min read
Churn rate: What it is + how to calculate it
Customer churn rate is a key metric for businesses looking to scale. Learn how to calculate it and ways to reduce it in our guide.
Article
What is change management? Definition + 6 key steps
Change management helps guide people through organizational changes to achieve success. Learn what it entails and explore six steps to make it work effectively.
Article
What is customer experience? A comprehensive guide for 2025
Customer experience refers to all the interactions between a business and its customers. Learn why it's essential and how you can improve your CX strategy.
Article
13 min read
A guide to customer satisfaction surveys: Top questions, examples, and templates
Asking the right customer satisfaction survey questions will provide key insights into what's working and what isn't so you can enhance the customer experience and increase retention.
Article
10 min read
How to choose a CRM system: A step-by-step guide
A CRM can boost sales productivity and drive revenue—but only if you choose the right solution. Read our article to learn how.
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