Active listening training empowers call center agents to boost FCR and CSAT, reduce repeat calls, and deliver empathetic, ...

Omnichannel proliferation needs more than your average agent. Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now than ...

Maximize customer loyalty by learning how strong contact center leadership defines the CX vision, empowers agents, and strategically uses Call Center QA data for continuous performance improvement.

Transforms the Contact Center Agent Experience with Powerful Contact Queuing and Handling Features that Enhance Productivity and Personalize Both Agent and Customer Engagement CAMPBELL, ...

With the growth of agentic artificial intelligence, hospital contact centers should no longer be an area of confusing ...

Using your customers as “guinea pigs” to train your call center agents isn’t an option anymore. These days, every customer counts, and retention has become paramount for every organization. Research ...

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 ...

Agent turnover is an inherent problem for contact centers and replacing agents is a major cost consideration. Recruiting and training costs can significantly impact a company’s bottom-line profit ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. ChatGPT is a natural language processing (NLP) model based on OpenAI’s generative ...

Contact center agents are problem solvers. And solving problems all day is no easy gig. It can be hard to maintain a positive attitude; as a result, turnover is a major issue. But contact center ...

Contact center work is stressful in all industries. In the insurance industry, it can be downright exhausting. Instead of taking calls about return policies or clearance sales, contact center agents ...