If your people are your most valuable asset, then giving them the software they need to do their jobs well should be an..
Customer experience (CX) is often classified as an intangible concept; a concept from which it can be difficult to extract..
In our fast-paced world, first impressions matter and they have a big impact when dealing with customers. You only have one..
Every call center has a different mission. Most fall into two categories, those that are focused on sales or lead generation,..
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The customer experience (CX) has become a centralized focus on creating a reputable and memorable brand and this especially..
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 customer service contact center has the same message for callers: “For quality and training purposes, this call may be..
In parts one and two of this series, we’ve looked at Soft Skills as a Predictor of Call Center Agent Performance and Assessing..