Call center training is changing. It's becoming more sophisticated as better tools come into the environment. It's also become more long-term, stretching out beyond the initial hire into the realms of ...

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 ...

Phone calls remain one of the most direct and trusted ways to serve customers - especially when issues are complex, emotional, or urgent. While digital channels have seen tremendous growth, phone ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

A call center knowledge base needs careful consideration to be relevant. Here’s how to create a helpful resource call center employees love to use. Having a knowledge base is non-negotiable for an ...