6 Important Soft Skills Every Call Center Agent Needs
Soft skills are a huge indicator of an agent's potential, even if they don't have formal...
Editor's Pick
How to Create a Customer Service Strategy That Drives Business Growth
As a call center leader, you have one main goal — to grow your long-term customer base. To do that, you need to keep your customers happy. Call center performance is heavily weighed on customer...
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Latest Blog Posts
How to Evaluate Call Center Agent Performance
There's always room for improvement! Here is a guide to conducting impactful agent evaluations while boosting...
7 Call Center Empathy Phrases Every Agent Should Use With Their Customers
Empathy is one of the biggest conversation topics in the call center world right now. Help...
6 Tips to Optimize Your Call Center IVR
Your call center IVR is a core piece of your operation. So it's important to optimize...
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How to Calculate Cost per Contact in the Call Center
How much does a customer interaction cost your call center? We explain how to calculate cost...
How Your Call Center Can Overcome Agent Burnout
Call center agents are highly susceptible to stress and burnout. If this scenario sounds familiar, check...
What is a Net Promoter Score?
Do you know what your customers think of your brand? We take a deep dive into...
What is Call Routing in a Contact Center?
Call routing has been around since the contact center's early days. Today, it can be used...