A nine-criteria evaluation found that Call Center Coach’s Execution System transformation delivers stronger leadership ...

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) ...

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, ...

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 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 ...

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

Keeping customer service and sales representatives motivated, inspired and excited about their job can be a tough task. So what can call center trainers, coaches, and managers do to keep employees ...

Standard operating procedures, widely referred to as SOPs, give employees valuable information on how to conduct various tasks and procedures. In a call center setting, SOPs define everything from ...

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 ...

The call center is no stranger to the Great Resignation. But you can improve agent well-being, optimize operations and satisfy customers all at the same time. Call centers have long been known for ...

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 ...