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It goes without saying that agents are the backbone of every contact center operation—driving more sales, meeting customer expectations, increasing customer satisfaction and loyalty, and, overall, representing your brand. But, all these aspects are directly related to one thing that

This article is a guide to help all the call center operation managers and team leaders out there suffering from high contact center turnover rates. It’s a handbook on reducing agent turnover and attrition. It’s topped with tips on how

Black Friday, Cyber Monday, Christmas, and New Year… Your customers marked these events in their calendars, weeks or even months ago. And now, it’s only a couple of weeks before they go on with their shopping spree of the year.