Is "Agent" Offensive to Contact Center Professionals?
While agent and representative are traditionally accepted titles, they may carry a stigma for some, which has led to the use of newer terms
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Corey Leonard
Jul 23, 20193 min read
How VOC Analytics Improves Contact Center Performance
Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and...
299 views3 comments
CX Accelerator
Feb 6, 20194 min read
Contact Center CX: Next Issue Avoidance
Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator...
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