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Hiring for Customer Service Soft Skills and Emotional Intelligence

Hiring for Customer Service Soft Skills and Emotional Intelligence

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

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Improve Customer Experience with Emotional Intelligence in the Contact Center

Improve Customer Experience with Emotional Intelligence in the Contact Center

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

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7 Soft Skills Call Center Agents Need Most

7 Soft Skills Call Center Agents Need Most

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

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Using Scorecard Data To Improve Emotive CX

Using Scorecard Data To Improve Emotive CX

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

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The Biggest Call Center Challenges and Exactly How to Solve Them

The Biggest Call Center Challenges and Exactly How to Solve Them

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

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The 9 Habits of Highly Effective Call Center Managers

The 9 Habits of Highly Effective Call Center Managers

The life of a call center manager can be challenging. You’ve got an entire team of people who must perform well under pressure..

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