Let’s say you’re a customer service rep with a long queue of phone calls from customers. (Managers, I know most of you have been there). You go to answer the first one and — just like that — you’ve ...

I am constantly asked for the perfect call center script that contractors can modify to make their own, but the fact these contractors know they’ll want to change it indicates they already know canned ...

Yesterday's clipboard is today's desktop PC, a user-friendly (we hope) screen designed to give the agent all available information about the customer, the product, and whatever information he or she ...

8 Simple Call Center Best Practices That Require $0 Spend Your email has been sent Find efficiencies by ensuring agents and managers are following call center best practices. It costs nothing, and the ...