Back in our February issue, we discussed the results of a recent SSPA survey of top performing agents. One of the survey's key messages was that: “Simply put, top talent gets more training on an ...

Now, though, the economic winds are slowly starting to push call center jobs back toward America’s shores. The workers who remain in the United States will be better trained to deal with customer ...

David is a best-selling author, speaker and trainer. He is also CEO of IPD, a world-class marketing agency based in Tampa, Florida. Lead generation has changed and transformed many times over. In the ...

Call center quality monitoring elevates the customer experience. Discover when to use real-time vs post-call methods for top-notch service. Consistent, high-quality customer service is a key element ...

When it comes to customer service, one of the most powerful tools to help support both businesses and patrons is the call center. According to recent US statistics, 90% of customers respond with a ...