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 ...

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 ...

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 ...

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 ...

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 ...

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) ...