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 ...

Discover how contact center managers can use gamification strategies - from points and leaderboards to badges and team challenges - to boost agent engagement in training, accelerate skill adoption, ...

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 ...

Great customer service training can help agents turn everyday interactions into memorable experiences and set your brand apart from the competition. Future skills focus. Equip customer service teams ...

Leveraging the latest omnichannel contact center technology solutions can dramatically improve performance and customer experience. However, technology is only part of the optimized performance ...

CallFinder, a purpose-built automated quality assurance (QA) and coaching platform for contact centers, today announced a collaboration with BenchmarkPortal that will make BenchmarkPortal’s Call ...

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 ...

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 ...

According to Frost and Sullivan, 60 percent of repeat calls in the typical call center result from a lack of clear process or training. Repeat callers are typically unhappy callers, which can affect ...

SAN FRANCISCO--(BUSINESS WIRE)--The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils the ...

In a recent conversation with a Central America-based contact center manager, it was insightful to learn just how much is involved with ramping up agents to meet real-life language expectations. “The ...

Nina Kawalek, President and CEO of the Resource Center for Customer Service Professionals (RCCSP), has just announced the schedule for training throughout the Caribbean and Latin American (CALA) ...