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

QA is a process that measures call center and individual agent performance. Your QA metrics represent the various facts 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..

Every phone customer is familiar with the phrase “this call may be recorded for quality and training purposes.” Part of any..

Almost every call center offers the same brief message, “For quality and training purposes, this call may be recorded or..

Today’s businesses rely on healthy customer engagement initiatives for profitability and long-term customer loyalty. Being..