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 ...

Liveops is adding to its collection of training services today with a new customizable distance learning program for contact center workers called Skill Builder. Skill Builder provides live training ...

Soft skill training – especially in the fundamental art of listening to the customer – is overlooked far too often by contact center organizations. The CSR’s proficiency to convey product information ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

In the old “unichannel” days, contact center skills assessment consisted of hearing a candidate’s “phone voice” and having them do a typing test. That was it. Today’s omnichannel environment demands a ...

If you grew up with a landline phone attached to the wall with a cord restricting you from walking very far, you’re probably pretty familiar with the basics of phone etiquette. But that’s not really a ...

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Discover the best call center training software this year. Compare features, pricing, pros, and cons to find the best fit for your needs. From internal knowledge to call etiquette and system features ...

Survey: Two-thirds say lousy call-center experience can drive them away, 06/12/07: An unsatisfactory call-center experience will prompt roughly two-thirds of customers to either abandon or consider ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...