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sign up for membership and access our Resource Paper Library! Our Latest Featured Content includes:

  • Contact Center Workforce Management Keeps Getting Better
  • 2007 Multichannel Service and Support Executive Survey Report
  • Get It Done: Ten Ways to Ensure Effective Results
  • Four Steps to Achieving Pervasive Support
  • Eight Essential Writing Skills for Techies
  • Changing the Beliefs of the Directive Managers
  • Building Great Customer Connections
  • The 5 Biggest Customer Service Blunders of All Time
  • Getting Customers to Love You
  • New Metrics No Contact Center Manager Can Live Without
  • Defining and Measuring Self-Service Deflection
  • The 5 W’s of World Class Customer Service Skills Training
  • Why Availability of Service Matters
  • Answering E-Mail From Angry Customers: How To Turn Furious People Into Fans
  • Workforce Optimization: Combining People, Processes and Technologies
  • Assessing Applicants' Writing Skills
  • Motivate Your CSRs with Real-time Customer "Letters"
  • Understanding the Employee/Customer Connection
  • Implementing Teams in a Support Environment
  • Leadership and Corporate Culture

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