5 min read

4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative

We all know how important it is to check-in with our call center customers from time to time to see how we are doing … from their perspectiv

7 min read

Communication Skills for Multilingual Customer Service Reps Serving North America

Explore the 10 most common communication issues for frontline customer service agents when English is their second language.

6 min read

The Latest Trends in Contact Center Quality Assurance - Contact Center Pipeline (2019)

The Latest Trends in Quality Assurance appearing in the September 2019 issue of Contact Center Pipeline by Mike Aoki.

3 min read

Why Sales is an Essential Skill for Every Call Center Agent

Every call center agent would benefit from sales skills, whether selling a product/service directly or selling an idea/option.