How do you teach empathy? That’s a question many people – including contact center managers and supervisors – would like to know the answer to. We know that good customer experiences (CX) happen when ...

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, ...

Take your contact center from 'good' to 'great' by implementing iterative growth strategies and leveraging call center QA to ...

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 ...

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 ...

Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent? Businesses constantly measure call center agents ...

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 ...

VR may be the future of training for on-the-job skills, but it may also benefit soft skills. Learn more about how virtual reality is changing the job-training game. Virtual reality (VR) is gradually ...

Soft skills training is the No. 1 priority for more than a quarter of HR and L&D professionals in a Talespin study released in March. Nearly half of the 70 respondents ranked it among their top three ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

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