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 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 ...

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 ...

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 ...

Training is the centerpiece of any effort to create an agent population that represents your company well and creates a positive customer experience. Traditional call center training has generally ...

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 ...

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 ...