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 ...

Discover the best call center training software this year. Compare features, pricing, pros, and cons to find the best fit for your needs. From internal knowledge to call etiquette and system features ...

The program cuts new agent onboarding time by 30% and doubles first-contact resolution readiness, arriving as global contact centers face a projected AI rehiring wave LONDON, April 27, 2026 (GLOBE ...

Customer expectations are high, and how you attend to your customers’ needs will affect customer retention and business growth. So you need an effective call center management strategy. Forbes Advisor ...

Call center leaders caught up with CMSWire and shared their focus areas for improvement in agent experience and business outcomes. Call center leaders are charged with managing growing call volume and ...

Call center analytics is the process of collecting and analyzing call data to help businesses put their customers first by providing highly personalized customer experience while boosting their own ...

NEW YORK (AP) — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information ...

Learn exactly how automatic speech recognition allows call centers to take advantage of voice data and better serve customers. Automatic speech recognition (ASR) technology has gotten a lot better in ...