A successful call center is a competitive advantage. It is a key differentiator for many companies—above and beyond the..

Effective customer service is highly dependent on contact center management. It’s your leadership team that’s responsible for..

The customer experience has never been more critical. Companies that lead in customer experience outperform laggards by almost..

Every call center manager knows that when agents start out, they need a script to follow when interacting with customers. It’s..

Customers expect excellent customer service when dealing with your company. In fact, offering excellent customer service is..

Employee training is critical in every industry, business, and role. It is a way to help to certify that the people on your..

The Importance of Agent Self-Scoring to Boost Call Scores and Engagement 

How do your call center agents feel about their..

Your customers are happy. Congratulations! You rank well on your Customer Satisfaction Score (CSAT) and Net Promoter Score..