Today's contact centers are fine-tuned machines, with no penny wasted and every customer interaction optimized. Before founding Zenarate, I led contact centers at large financial institutions. During ...

Leveraging the latest omnichannel contact center technology solutions can dramatically improve performance and customer experience. However, technology is only part of the optimized performance ...

Great customer service training can help agents turn everyday interactions into memorable experiences and set your brand apart from the competition. Future skills focus. Equip customer service teams ...

Simply Contact, a multilingual customer support provider managing more than 10 million customer interactions annually, ...

Contact center leaders face increasing pressure to improve service levels, manage seasonality, comply with regulations, and control costs, often with leaner teams and rising customer expectations.

CallFinder, a purpose-built automated quality assurance (QA) and coaching platform for contact centers, today announced a collaboration with BenchmarkPortal that will make BenchmarkPortal’s Call ...

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 ...

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 ...

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

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) ...

The contact center landscape has undergone a seismic shift in recent years, driven largely by advancements in autonomous ...