Call center operations are plagued by high staff turnover, and even the lowest staffing stats are worrisome--one out of four customer service representatives (CSRs) aiding established clients quit ...

Discover how regular, constructive feedback transforms call center QA from a compliance function into a powerful driver of ...

A Pew survey of 911 call centers around the US released Tuesday found few have staff with behavioral health crisis training, and most have only limited options in how they respond to crisis calls. The ...

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 ...

Predictive dialing can be an asset for a call center and call center agents. We cover the definitions and key components. A predictive dialer empowers call centers to ensure their agents are effective ...

Let's talk about false economy -- in particular, the false economy of cutting or eliminating product documentation and training budgets . When times are hard and budgets have to be slashed, the line ...

Learn proven de-escalation techniques and best practices that transform high-stakes customer escalations into resolution ...

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.