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 ...

Call-center employees face stressful situations on a daily basis — irate customers, high targets and more. What skills can help them cope? Call-center employees have rightfully been heralded as the ...

Effective call center coaching techniques will turn call center QA insights into action, boosting agent performance, FCR, and ...

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 ...

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 ...

“I believe that it’s no longer going to be a race to the bottom on how cheap you can get your labor,” one senior analyst said. It’s still the early days of the generative AI revolution, but it’s as ...

While the term “AI” might conjure thoughts of automation replacing human roles in the call center, the reality is quite different. AI tools are designed to empower human agents, not replace them.

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 ...

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 ...