Investing in agent well-being, engagement, and coaching (backed by call center QA) directly translates into higher CSAT/NPS, ...

Effective call center coaching techniques will turn call center QA insights into action, boosting agent performance, FCR, and CSAT, while elevating customer experience.

Burned-out call center agents affect customer service and impact your brand. Here are some tips for recognizing the signs and preventing burnout. No matter your industry, call center burnout is an ...

Dealing with difficult customers is an inevitable part of running a business. However, learning how to handle challenging interactions with professionalism and empathy can turn potential conflicts ...

When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...

Creating a seamless, personalized experience is just as critical as having a great product or service, if not more so — it’s the key to winning customers and keeping them loyal. 80% of customers say ...

How to Start Working as a Call Center Agent From Home Your email has been sent A dependable call center agent is always in demand. Learn how to find remote work, show your qualifications, and start ...

If you’re a helping professional, chances are you’ve had difficult clients. Here are composite examples of difficult clients I’ve had and what has worked best in working with them. And if you are a ...

Most of us will work for a really bad boss at some point in our lives, perhaps more than one. Research by the Harris Poll bears this out, showing that more than 70 percent of workers have had at least ...