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

Dealing with difficult customers is an inevitable part of running a business. However, learning how to handle challenging interactions with professionalism and empathy can turn potential conflicts ...

AI can support sales teams by streamlining lead qualification, personalizing outreach at scale, forecasting demand with ...

When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...

Burned-out call center agents affect customer service and impact your brand. Here are some tips for recognizing the signs and preventing burnout. No matter your industry, call center burnout is an ...

HR often sorts out relationship dynamics between co-workers, but what about external harassment? Business leaders should know that they can be legally liable for harassment and discrimination born ...

Content creator and customer service coach Veronika Rivera performs as ‘Veronica’ in comedy skits that reflect the reality of call center workers at the mercy of abusive callers. The viral videos ...

Whether the in-person meeting leads to new ideas, strengthened relationships or simply a better understanding of your team, the experience is an investment in your future. The first step is to ...