If you want to have a prosperous and productive call center, it has to start from the top down. Your agents cannot create..

Life is a constant learning process. We’re never at the end of the journey, and there’s always some way that we can get..

How a customer feels about a product is more important than its effectiveness, according to a recent Forrester report. Because..

Soft skills are one of the foremost predictors of call center performance and agent success. In fact, according to recent..

To be successful in a call center, agents must be able to deal with a high volume of angry, confused, and frustrated..

Do you know how well your agents are handling every customer interaction? Does their performance meet your expectations for a..

Only 13% of employees worldwide are engaged, according to a Gallup poll. And that’s a problem. Employees who aren’t engaged..

Today’s customers are not as enthusiastic about phone calls as previous generations. While traditional phone support still has..