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 ...

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, ...

If call center staffing certification, which we covered last month, is akin to teaching, testing and awarding diplomas, then call center operations certification is more like accrediting the school ...

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 ...