Five Essential Skills Every Call Center Agent Should Have
Hire The Right Staff to Achieve Optimal Outcomes By Peter Lyle DeHaan, PhD Call center success hinges on your agents. The right agents produce the … Read more
Human Resource Management Articles
Unveiling the Heart of Call Centers Workers: What Employees Want Their Boss to Know
By Genevieve Carrenard Call centers are the pulse of customer service, serving as the bridge between companies and their clients. Yet, beneath the buzzing hum … Read more
Striking the Right Chord: Balancing Automation and Human Touch in Call Centers
By Genevieve Carrenard In the ever-evolving world of customer service, call centers are at a crossroads. Technological advancements have ushered in an era of automation, … Read more
Does Your Corporate Culture Get All A’s?
Discover How to Shape the Team Culture You Want By Jason V. Barger It’s an instant gratification world where people, employees, and leaders want things … Read more
WFM Solutions in the Future
By Donna Fluss Change is born of necessity. The business world today is dramatically different from what it was fifteen years ago, and not just … Read more
Three Ways for Contact Centers to Maintain Post-Holiday Momentum
By Ben Bekhor For retailers and contact centers, the holiday season doesn’t end January 1. The fact is, post-holiday sales, gift returns and exchanges, and … Read more
Automation Success Requires Human Involvement
By Dan Somers Automation and artificial intelligence (AI) can help save contact center costs, but primarily it increases customer satisfaction by speeding up responses and … Read more