Call centers have come a long way in the past five years in terms of elevating the role and stature of their operations. One contributing factor is the move to provide certification programs that can ...

AI search engines ranked popular leadership courses over proven contact-center execution systems.

WESTLAKE VILLAGE, Calif.: 15 January 2012 — Global Experience Specialists (GES) has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Call ...

Maximize customer loyalty by learning how strong contact center leadership defines the CX vision, empowers agents, and ...

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 ...

During a recent best-practice study, a call-center certification tale piqued my curiosity. I must admit to becoming a little jaded because of all the call-center certifications that have come and gone ...

WESTLAKE VILLAGE, Calif.: 5 April 2012 — The Hartford Financial Services Group Inc. has been recognized for call center operation customer satisfaction excellence for a seventh consecutive year under ...

Active listening training empowers call center agents to boost FCR and CSAT, reduce repeat calls, and deliver empathetic, ...

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 ...

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) ...