The Elephant in the Call CenterWhile administrative concerns are obviously important to any business, nothing compares in importance to a company's product. The...
Beware These False NarrativesThe call center industry is dominated by narratives espoused by experts in articles, convention presentations, and podcasts that greatly...
Training Agents to Be EmpathicSome of the hottest new buzzwords in the call center field include empathy, humanness, and emotional intelligence, often associated with...