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..

Contact center regulatory compliance impacts every aspect of your business. The fact is that thousands of customer..

People forget that spreadsheets were developed as computerized replacements of paper accounting worksheets, useful for..