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 ...

BenchmarkPortal’s Learning Channel+ is a subscription-based microlearning library built for contact center agent training and coaching, featuring 50+ workplace-friendly videos in approximately ...

Call center agents suffer stress from workforce challenges, like rising customer expectations, growing call volume and a shaky work-life balance. Call center agents suffer tremendous stress from ...

The effort by Montgomery College to respond to its community workforce's request for employees skilled in call center training is paying off for both graduates and businesses. With the first graduates ...

Today's contact centers are fine-tuned machines, with no penny wasted and every customer interaction optimized. Before founding Zenarate, I led contact centers at large financial institutions. During ...

Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent? Businesses constantly measure call center agents ...

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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 ...