Feedback is something that many people dread receiving and giving. For some reason, we believe that if we are getting..

Soft skills are one of the foremost predictors of call center performance and agent success. In fact, according to recent..

Only 13% of employees worldwide are engaged, according to a Gallup poll. And that’s a problem. Employees who aren’t engaged..

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

When it comes to improving call center quality assurance (QA), the central issue for most organizations isn’t why it needs to..

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

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

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