Call center operations are plagued by high staff turnover, and even the lowest staffing stats are worrisome--one out of four customer service representatives (CSRs) aiding established clients quit ...

Discover how contact center managers can use gamification strategies - from points and leaderboards to badges and team challenges - to boost agent engagement in training, accelerate skill adoption, ...

Call center software tools have become essential to almost every large-scale business. The software plays a critical role in simplifying customer relationships and improving an overall customer ...

Discover the best call center training software this year. Compare features, pricing, pros, and cons to find the best fit for your needs. Discover how you can leverage different types of call centers ...

Know about the best affordable call centre quality assurance software that you can try for your business, along with its pros and cons based on real users' reviews.

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

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 ...

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 ...

The best IVR systems enable businesses to manage inbound calls at scale, and empower customers to answer questions on their own. From simple phone menus to next-gen conversational IVR, this list ...

Why outsource customer service, tech support and outbound telemarketing to a call center when you don’t have to? Bring it all in-house instead. You can invest in user-friendly, state-of-the-art call ...

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