A call center knowledge base needs careful consideration to be relevant. Here’s how to create a helpful resource call center employees love to use. Having a knowledge base is non-negotiable for an ...

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 ...

Call center analytics is the process of collecting and analyzing call data to help businesses put their customers first by providing highly personalized customer experience while boosting their own ...

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 agents suffer stress from workforce challenges, like rising customer expectations, growing call volume and a shaky work-life balance. Call center agents suffer tremendous stress from ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...