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 ...

Using simulation technology to train customer contact agents can improve their productivity and effectiveness, according to a research study by the Georgia Institute of Technology. The project, ...

Nina Kawalek, President and CEO of the Resource Center for Customer Service Professionals (RCCSP), has just announced the schedule for training throughout the Caribbean and Latin American (CALA) ...

SAN FRANCISCO, March 11, 2025--(BUSINESS WIRE)--The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, ...

Average turnover, reported at 40% to 50%, has always been, and continues to be, a chronically costly problem for call centers, a problem that seems to be tolerated rather than solved. Respondents to a ...

Today's contact centers are fine-tuned machines, with no penny wasted and every customer interaction optimized. Before founding Zenarate, I led contact centers at large financial institutions. During ...

A Pew survey of 911 call centers around the US released Tuesday found few have staff with behavioral health crisis training, and most have only limited options in how they respond to crisis calls. The ...

CEBU, Philippines — Performance 360 has started to offer free call center training to unemployed and housewives, in a bid to provide employment opportunities in the middle of the pandemic. In an ...

CEBU, Philippines — Recognizing the potential of Business Process Outsourcing (BPO), a private entity has partnered with different sectors in order to provide free training for those interested in ...

While many 988 call-takers say they feel well prepared to pick up any crisis call, they say short staffing can create a ...