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Recent Publications

Plain Language Is the Key to Contact Center Scripting

Caller: “I can’t figure out how to ask for a return on your website.” Customer service representative: “Thank you for…

Four Best Practices for Onboarding New Contact Center Employees

Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a…

Here’s What Feds Can Learn About CX from Local Government

First, they don’t have to start from scratch. Federal government agencies are working to meet citizen service goals set out…