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..
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Only 13% of employees worldwide are engaged, according to a Gallup poll. And that’s a problem. Employees who aren’t engaged..
Contact center regulatory compliance impacts every aspect of your business. The fact is that thousands of customer..