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How To Communicate Bad News Effectively

These two lessons are really about how to communicate bad news of any kind. It s not fun, but doing it the right way sometimes eases the pain. ....

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What Is Average Handle Time (AHT) and Does It Really Matter?

Average handle time (AHT) is a key metric that can help contact centers streamline their operations and improve customer satisfaction. ....

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A Detailed Guide to the Modern Call Center

Today, almost all organizations handle both email and telephone queries. This means the call center and contact center labels are often used interchangeably. ....

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