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..

The path to success is paved with quality customer experiences. Arguably, it’s the best way to increase your revenue,..

When looking to hire new call center agents, your Human Resource department may suggest using minimum educational requirements..

The impact of emotions on the customer experience cannot be overstated. Over and above the idea of a happy or sad customer,..

Emotive CX is a vital tool for measuring and quantifying how emotions affect the customer experience positively or negatively...

A successful call center is a competitive advantage. It is a key differentiator for many companies - sometimes even above and..