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: From left, Michelle Myers of Pink Callers, Angie Snow of Snow Business Coaching, and Erica Leonor of The Amzi Group are among those involved in the CSR Academy's live training ...

The embedded training and coaching AI strengthen human-led delivery, especially for complex customer, member and ...

Average turnover, reported at 40% to 50%, has always been, and continues to be, a chronically costly problem for call centers, a problem that seems to be tolerated rather than solved. Respondents to a ...

Despite the many challenges they face, millions of essential workers — including call center agents — continue to perform their jobs during the Covid-19 pandemic. Often working alone from home, call ...

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 ...

Now, though, the economic winds are slowly starting to push call center jobs back toward America’s shores. The workers who remain in the United States will be better trained to deal with customer ...