Discover how to measure true training ROI by tracking essential call center KPIs like FCR, AHT, and CSAT that prove agent ...

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 ...

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 ...

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 ...

If you're seeking ways to heighten your brand's experience, the branded call center approach can be a great way to start. Emotional branding optimizes your company's user experience and helps build ...

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 ...