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 ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

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 ...

Discover proven strategies for managing remote call center agents, including how call center QA provides the performance ...

Customer expectations are high, and how you attend to your customers’ needs will affect customer retention and business growth. So you need an effective call center management strategy. Forbes Advisor ...