Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent? Businesses constantly measure call center agents ...

The call center is a key part of CX. Leadership roles here require a specific skillset. Here we tackle the skills and traits of an effective call center leader. Call centers aren’t going anywhere.

Soft skill training – especially in the fundamental art of listening to the customer – is overlooked far too often by contact center organizations. The CSR’s proficiency to convey product information ...

If you grew up with a landline phone attached to the wall with a cord restricting you from walking very far, you’re probably pretty familiar with the basics of phone etiquette. But that’s not really a ...

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 ...