You may have taken a leap of faith and outsourced your contact center to a BPO. But your responsibility doesn't end there. Learn more.

No matter what you call it, every job has some type of pressure. We present 10 key strategies for managing stress in customer service.

True empathy involves using our feelings to understand the feelings of someone else.

Both empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different

Making a decision to keep your contact center Quality Assurance internally can have some downsides. Here are a few things to consider...