Empower your frontline team by mastering the top 5 essential skills and learn how strategic leadership uses Call Center QA to ...

SACRAMENTO, Calif. — Many people have called California's Economic Development Department (EDD) hundreds of times, days on end. Maybe they were hung up on after waiting on hold for hours. These ...

A business’ call center is the foundation of many customer interactions, and the goal should be to provide the best possible experience for those calling in with concerns or questions. When customers ...

For most contact centers managers, a significant amount of organizational effort is put into hiring qualified employees. But there can sometimes be less emphasis on retention. This might be because a ...

Treat customers like humans, not voices. Although it can be easy to dehumanize a caller, remember a real person (who is relying on you for help) is on the other line. Take it slow. A calming and ...

Establishing a call center is a winning business plan. The industry is predicted to grow in the next few years, partly due to companies' need to evolve in new directions after being faced with the ...

Customer experience continues to be a key contributor to business success and growth. Study after study shows that a good CX not only helps foster loyalty, but also contributes to a higher revenue — ...