Customer service 101: well-trained contact center agents. They are your first point of contact and the individuals most..

Call center training is one of the most effective ways to boost performance, drive efficiency, and fill knowledge gaps...

Every year, 30-45% of call center employees leave their jobs, and 79% of people quit their jobs due to a “lack of..

Your contact center has a massive amount of unstructured text. From Tweets to Facebook comments, emails, live chats, call..

What makes a good customer experience? Is it the same as what makes a productive call center? There’s a lot of overlap, but..

Training is time-consuming! That’s probably the first thought you have whenever you read an article about its importance.

It’s..

Are you maximizing the use of quality assurance in your call center? Most often, quality managers use quality assurance for..