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Improving Contact-Center CX

Horizon CX

KOVA Corp recently published an impressive list of the dos and don’ts of call centers that are worth repeating here. “A A significant amount of time, attention, and money is invested in training a call center workforce to handle calls appropriately and provide outstanding customer service.

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Essential Pain Points in Call Center Management – Part 2

NobelBiz

Moreover, they are unable to access the company’s internal knowledge base effectively, delaying response times. Example from a Call Center Perspective During a promotional event, a call center experiences an unexpected surge in call volume.