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 is changing. It's becoming more sophisticated as better tools come into the environment. It's also become more long-term, stretching out beyond the initial hire into the realms of ...

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 ...

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 ...

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 ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

In the olden days, the mission of Goodwill was to offer job and training opportunities primarily to people with disabilities. But over the years that mission has expanded to focus on providing job ...

When someone calls 911, they expect a highly trained professional to answer, but emergency call center workers are part of an "industry under immense pressure" because of understaffing and a host of ...

When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...

To many people, chatbots and other technology feel like a ticking time bomb, sure to explode their work. But to some, the threat is already here. By Emma Goldberg Reporting from Pascagoula, Miss.