Discover how to measure true training ROI by tracking essential call center KPIs like FCR, AHT, and CSAT that prove agent ...

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 ...

Nina Kawalek, President and CEO of the Resource Center for Customer Service Professionals (RCCSP), has just announced the schedule for training throughout the Caribbean and Latin American (CALA) ...

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 ...

Standard operating procedures, widely referred to as SOPs, give employees valuable information on how to conduct various tasks and procedures. In a call center setting, SOPs define everything from ...

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 ...

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 ...

How to Make a Call Center Knowledge Base Reps Actually Use Your email has been sent A call center knowledge base needs careful consideration to be relevant. Here’s how to create a helpful resource ...

Call centers often suffer from frequent turnover and low morale because of the stress associated with the difficult task of responding to angry customers and their problems. To improve employee ...