Top 10 call centre training courses

Why use call center training courses? Training call center staff is no easy task. Luckily, there are many online training courses to help guide new […]

Call Center Training Tips: The Do’s and Don’ts of Training Call Center Staff

The expectations placed on call center employees are quite demanding. Customers want their calls answered quickly, resolved efficiently and handled with impeccable product knowledge and […]

The High Cost of Poor Customer Service

Poor customer interactions always come at a cost. While losing one customer may not be devastating to an organization, a class action lawsuit for discrimination […]

Toss Out the Scripts: Customer Service Training

In the past creating better customer service often involved rewriting scripts. In 2016, there’s a growing recognition that scripts are simply not responsive enough to […]

Live Chat Brings Much-Needed Speed to Technical Support

Guest Post by Chris Childers, from Velaro Live Chat Software. As this blog recently shared via infographic, a speedy resolution in multi-channel customer service is […]

How to Prepare Your Organization for Cloud

We all know contact centers face challenges common to many service-oriented businesses: revenues must go up, quality must rise, and everything has to happen faster—while […]

Getting Back to the Basics of Customer Support: Certain KPIs Work Better Together

Contact centers have evolved over the years, and are still evolving to meet changing customer demands and expectations. It wasn’t too long ago when customers […]

How Contact Center Outsourcers Compete, Measure Success, and Work With Clients [INFOGRAPHIC]

By Liz Osborn, vice president of product and solution marketing, Five9 Contact Center Outsourcers – aka business process outsourcers or BPOs– face the challenge of a dynamic business model, […]

Rethinking Call Center Reporting

Call center reporting boils down to two key types of metrics: efficiency-based metrics and customer satisfaction-based metrics. It’s important to state this upfront to avoid […]

Should Gamification Be in A Part of Your Contact Center?

Gamification is increasingly popular today in the workplace. It’s an especially handy tool for training purposes. If you run a contact center – where training […]

Why Call Center Management Training Matters

Many of us have suffered through bad managers. Whether it was in our first job at a burger shack or in our professional careers, being […]

Key Considerations in Selecting Contact Center Software

An entire industry has formed of contact center software providers, whose raison d’etre is to help customer service teams (especially customer support teams) effectively navigate the “new” communication channels […]

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