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    first call resolution explained simply

    First Call Resolution: What Is It and How Do You Measure It?

    Call centers are all about customer service, and one of the hallmarks of top-notch service is a high first call resolution (FCR) rate. If you can help people quickly and...
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    Gap Analysis for Individual Training in the Call Center

    A call center is a dynamic organization - always growing, always improving - for the benefit of the...
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    tips for efficient call center management

    10 Expert Tips for Efficient Call Center Management

    If you want to have a prosperous and productive call center, it has to start from the top down....
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    fix the 15 mistakes your call center agents make

    How to Fix the 15 Mistakes Your Call Center Agents Make

    Life is a constant learning process. We’re never at the end of the journey, and there’s always some...
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    measure emotional intelligence in agents

    Measuring Emotional Intelligence in Customer Service Agents

    According to a recent Forrester report, how a customer feels about a product is more important than...
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    soft skills for service excellence

    Soft Skills Training 101: How to Develop Customer Service Soft Skills

    Soft skills are one of the foremost predictors of call center performance and agent success. In...
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    recruit with emotional intelligence focus

    Hiring for Customer Service Soft Skills & Emotional Intelligence

    To be successful in a call center, agents must be able to deal with a high volume of angry,...
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    engage agents with training games

    10 Call Center Training Games To Boost Employee Engagement

    Only 13% of employees worldwide are engaged, according to a Gallup poll. And that’s a problem....
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    live chat qa best practices

    Live Chat Quality Assurance Best Practices

    Today’s customers are not as enthusiastic about phone calls as previous generations. While...
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    qa scorecards strengthen regulatory compliance

    How QA Scorecards Create Stronger Regulatory Compliance

    Contact center regulatory compliance impacts every aspect of your business. The fact is that...
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