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Soft Skills Training 101: How to Develop Soft Skills in Customer Service

Soft Skills Training 101: How to Develop Soft Skills in Customer Service

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

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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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What to Include on Your QA Call Monitoring Form (With Examples)

What to Include on Your QA Call Monitoring Form (With Examples)

Do you know how well your agents are handling every customer interaction? Does their performance meet your expectations for a..

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10 Call Center Training Games that Improve Employee Engagement

10 Call Center Training Games that Improve Employee Engagement

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

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Live Chat Quality Assurance Best Practices

Live Chat Quality Assurance Best Practices

Today’s customers are not as enthusiastic about phone calls as previous generations. While traditional phone support still has..

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How QA Scorecards Create Stronger Regulatory Compliance

How QA Scorecards Create Stronger Regulatory Compliance

Contact center regulatory compliance impacts every aspect of your business. The fact is that thousands of customer..

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7 Reasons Why a Call Center Quality Scorecard Template is a Bad Idea

7 Reasons Why a Call Center Quality Scorecard Template is a Bad Idea

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

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Guide to Creating an Effective Omnichannel Customer Experience

Guide to Creating an Effective Omnichannel Customer Experience

An effective omnichannel customer experience is more critical than ever. Is your brand ready to connect with your customers on..

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