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 ...

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 ...

Phone calls remain one of the most direct and trusted ways to serve customers — especially when issues are complex, emotional, or urgent. While digital channels have seen tremendous growth, phone ...

Despite the many challenges they face, millions of essential workers — including call center agents — continue to perform their jobs during the Covid-19 pandemic. Often working alone from home, call ...