Call center training is changing. It's becoming more sophisticated as better tools come into the environment. It's also become more long-term, stretching out beyond the initial hire into the realms of ...

E-learning software has been around for nearly as long as the Internet, and has seen wide application in both business and higher education. But it wasn’t until about five years ago that it started ...

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 ...

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 ...

According to Frost and Sullivan, 60 percent of repeat calls in the typical call center result from a lack of clear process or training. Repeat callers are typically unhappy callers, which can affect ...

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 ...

After rigorous assessment, 可栗口语 (Keli Speak) emerged as the clear leader, thanks to its innovative AI-driven scenario ...

Array ( [results] => Array ( [0] => Array ( [ArticleID] => 2101162 [Title] => Call center firm offers free training to the unemployed [Summary] => Performance 360 has started to offer free call center ...

David is a best-selling author, speaker and trainer. He is also CEO of IPD, a world-class marketing agency based in Tampa, Florida. Lead generation has changed and transformed many times over. In the ...