The customer experience has never been more critical. Companies that lead in customer experience outperform laggards by almost..

Every call center manager knows that when agents start out, they need a script to follow when interacting with customers. It’s..

The Importance of Agent Self-Scoring to Boost Call Scores and Engagement 

How do your call center agents feel about their..

The coronavirus has changed work as we knew it for the foreseeable future. Many companies have moved to remote work, including..

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

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

Your call center agents are key to your company’s success. They are the first point of contact with your customers and..

Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people..