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) ...

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 ...

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 ...

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 ...

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 ...

A business’ call center is the foundation of many customer interactions, and the goal should be to provide the best possible experience for those calling in with concerns or questions. When customers ...