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 ...

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 ...

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 ...

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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 ...

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 ...