How do you take classroom training, soft skills essentials, role play, and employee shadowing, and turn it into magic when new hires pick up their first call? Have faith in the tools and education that your training team provides before an operator puts on a headset? Yes. Trust that you have hired…

In our first post, we covered soft skills training for call center agents to take the guesswork out of teaching call center staff the art of communication. While having a presentation to present is a great tool, there are a number of effective call center training techniques that can be utilized to smoothly…

If you manage a call center, then you know that exceptional customer care is the cornerstone of success in the answering service industry. But whether you're a call center professional, a retail store associate, or a plumbing apprentice, basic customer service principles are applicable across the board. There’s no better time to…