In talking with one of our customers last month at Enterprise Connect 2018, my colleague Joe LaRosa and I were asked an interesting question about call quality that we couldn't answer. By way of ...

How often do you call a customer service hotline and feel like the agent on the other end is on a completely different planet? Maybe they were robotically reading from a script or seemed more annoyed ...

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 ...