In any contact center scenario, the effectiveness of customer interactions often hinges on the interplay between hard skills and soft skills

Managing talk time is one of the most challenging aspects of being a Customer Service Rep. Managing ATT is vital for any contact center.

This guide will discuss the importance of self-evaluation, provide steps for companies to create the right environment and guidance to CSRs.

Investigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.