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 ...

Maximize customer loyalty by learning how strong contact center leadership defines the CX vision, empowers agents, and strategically uses Call Center QA data for continuous performance improvement.

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

For most contact centers managers, a significant amount of organizational effort is put into hiring qualified employees. But there can sometimes be less emphasis on retention. This might be because a ...

A business’ call center is the foundation of many customer interactions, and the goal should be to provide the best possible experience for those calling in with concerns or questions. When customers ...

Establishing a call center is a winning business plan. The industry is predicted to grow in the next few years, partly due to companies' need to evolve in new directions after being faced with the ...

Customer experience continues to be a key contributor to business success and growth. Study after study shows that a good CX not only helps foster loyalty, but also contributes to a higher revenue — ...