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 ...

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) ...

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 effort by Montgomery College to respond to its community workforce's request for employees skilled in call center training is paying off for both graduates and businesses. With the first graduates ...

CALL CENTER TRAINING: From left, Michelle Myers of Pink Callers, Angie Snow of Snow Business Coaching, and Erica Leonor of The Amzi Group are among those involved in the CSR Academy's live training ...

Managers in a call center understand that their staff needs regular training to truly provide great customer service. They can argue that their budget should include a yearly line for training both ...

The call center training program has been operating at full capacity since beginning in February. A brief reception will be followed by presentations from Bill Law, Montgomery College president; Mark ...

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 ...

In the olden days, the mission of Goodwill was to offer job and training opportunities primarily to people with disabilities. But over the years that mission has expanded to focus on providing job ...

Call centers often suffer from frequent turnover and low morale because of the stress associated with the difficult task of responding to angry customers and their problems. To improve employee ...

When someone calls 911, they expect a highly trained professional to answer, but emergency call center workers are part of an "industry under immense pressure" because of understaffing and a host of ...