Empower your frontline team by mastering the top 5 essential skills and learn how strategic leadership uses Call Center QA to ...

Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

SACRAMENTO, Calif. — Many people have called California's Economic Development Department (EDD) hundreds of times, days on end. Maybe they were hung up on after waiting on hold for hours. These ...

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 ...

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 ...

As the world becomes more digitized, businesses need to adapt quickly to meet customer needs in new and innovative ways. The mortgage industry is no exception. With customers demanding quick and ...

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 — ...