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4 Ways to Deal with Swearing Customers

The job of a customer service rep is already stressful, and an angry or distressed customer can throw things into high gear. A study revealed the extent of swearing at customer service reps. It’s a big problem, and for contact center managers, it’s important to have a plan in place for training your reps to […]

How to Reduce Your After-Call Work Time

As contact centers increasingly focus on streamlining their process to handle more calls in less time, it’s natural to hone in on metrics. The average time to handle a call gets the most attention, but an important drag on your overall productivity may be after-call work time. Here’s a closer look at what managers need […]

The Best Time to Cold Call a Business

In part 1 of this article, we discussed the importance of creating a sense of urgency in sales and how to express that urgency to a prospect. In today’s Advisor, we’ll cover another important topic for getting a positive response from a prospect.