Everything you need to know about call center scripts, call flows, templates and more! See examples and learn about the pros and cons of...

10 Call Center Quality Monitoring Best Practices to take your quality assurance program to new heights.

Empathy is key to quickly and efficiently addressing the concerns of upset clients and building the rapport essential to achieving top quali

Whether we want to acknowledge it or not, 'unconscious bias' exists within our customer service organizations. Find out how to address it.