Training is the root of call center success. Or failure. It's the cornerstone of any effort to create a center full of agents who are equipped to handle the difficult challenges of customer relations: ...

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 ...

If you’ve ever called a company’s helpline and been frustrated by the confusing, circular voice prompts you must wade through to speak to an actual person, you already know how important it is to run ...

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 ...

Customer expectations are high, and how you attend to your customers’ needs will affect customer retention and business growth. So you need an effective call center management strategy. Forbes Advisor ...

5 Key Call Center Software Features + How to Judge Them Your email has been sent There are only a handful of call center software features that vary in a meaningful way between vendors. Here’s what ...