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 ...

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 ...

When it comes to customer service, one of the most powerful tools to help support both businesses and patrons is the call center. According to recent US statistics, 90% of customers respond with a ...

India, Jan. 16 -- The global integration of Artificial Intelligence (AI) has given a major push for the call center industry's massive smart transformation. AI tech now equips call centers with tools ...

While call centers are critical to consumer businesses, many organizations still perceive them as cost centers. They have to dedicate a part of their call center budget toward non-revenue-generating ...