Why Consistency is Crucial in the Contact Center

dvsAnalytics Encore Why Consistency is Crucial in the Contact Center

One of the keys to customer excellence, perhaps even the greatest, is consistent service. Consistency builds loyalty to your brand and ultimately leads clients to believe they can expect, without fail, optimum care from your organization. One of the best ways to guarantee uniformity across the board when discussing customer service is effective agent training. […]

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Saved Time Offers Significant Financial Win

dvsAnalytics Encore Broadway.com Broadway Across America

Since 2000, Broadway.com and Broadway Across America have featured online theater ticketing and phone sales for every Broadway show, most off-Broadway shows, Broadway touring musicals and plays, and shows in London ‘s West End. Broadway.com and Broadway Across America’s ticketing services target New York area theater patrons and traveling consumers. With two offices, one in […]

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Moving Away from “One Size Fits All” Agent Coaching and Training

dvsAnalytics Encore Moving Away from One Size Fits All Agent Coaching and Training

Here’s a question to ponder: can you name a scenario or aspect of business where a “one size fits all” approach is the most effective strategy? While there may be a few situations in which taking an extremely broad approach helps save a little time or money, it is extremely difficult to identify any situation […]

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