Back in our February issue, we discussed the results of a recent SSPA survey of top performing agents. One of the survey's key messages was that: “Simply put, top talent gets more training on an ...

Discover the best call center training software this year. Compare features, pricing, pros, and cons to find the best fit for your needs. From internal knowledge to call etiquette and system features ...

Sharon Daniels, CEO, AchieveGlobal: Call center managers can most effectively link the outcomes of their quality assurance programs into training and incentives by making certain that the objectives ...

CALL CENTER TRAINING: From left, Michelle Myers of Pink Callers, Angie Snow of Snow Business Coaching, and Erica Leonor of The Amzi Group are among those involved in the CSR Academy's live training ...

Today's contact centers are fine-tuned machines, with no penny wasted and every customer interaction optimized. Before founding Zenarate, I led contact centers at large financial institutions. During ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

To many people, chatbots and other technology feel like a ticking time bomb, sure to explode their work. But to some, the threat is already here. By Emma Goldberg Reporting from Pascagoula, Miss.