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…training sessions and instead focus on agent-specific upskilling efforts. Use performance reports, feedback, and skills testing to identify each agent’s greatest strengths and weaknesses. Then, provide personalized training to your…

…investment, you simply can’t allow another company that you choose to represent your brand tarnish what you have worked so hard for. Hence, the need for effective vetting practices. Since…

…call centers simply don’t need the “latest and greatest” technology to provide their services (after-hours answering services, for example). On the other hand, large contact centers typically make the investments…

…latest in communication technology. It became more apparent during the pandemic when agents were forced to work from home that most technological infrastructure pales in comparison to what we have…

…boutique contact center, our size worked in our favor, compared to a smaller company that couldn’t afford to make expedited changes or a larger company that may not have been…

…manner, it makes them feel as though your company truly cares about them beyond just what you can sell to them. At Telecom, we’re in the business of creating success…

…needs, we have compiled the following list of factors that companies looking for call center services should focus their efforts on. We also discuss why more companies than ever are…

…which means that your customer relationship management platform can communicate and exchange data with the provider’s technology tools. This ensures that everyone is on the same page and allows you…

…essential component of customer service for businesses. Yet, managing a center in-house can be a complex and challenging task that can easily stray from the core competencies of companies. Running…

…are paying for a membership, expect to receive customer service wherever they are. This means that phone-only customer service is a thing of the past. Fortunately, Telecom uses the latest…