I am constantly asked for the perfect call center script that contractors can modify to make their own, but the fact these contractors know they’ll want to change it indicates they already know canned ...

Call centers are at the forefront of customer interactions, making it essential to ensure that agents communicate effectively, consistently, and empathetically. A well-crafted call center script not ...

Empower your frontline team by mastering the top 5 essential skills and learn how strategic leadership uses Call Center QA to ...

Nothing gets rid of a bad rule faster than following it exactly. What would you do if your new supervisor said you’d be written up for deviating even slightly from the call center script? Would you ...

Have you ever called into a customer service line and known you were talking to someone 3,000 miles away? That distance is about more than physical separation; it can mean an inability to connect and ...